Our client is a global IT services company.
Job Description:
Our client is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.
Service Level & Continual Improvement Manager
Location: Hampshire (onsite 5 days per week)
Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.
The Service Level & Continual Improvement Manager is responsible for ensuring IT services meet agreed service levels and that continual improvement delivers measurable business and customer value. The role leads Service Level Management and Continual Improvement, establishing effective frameworks for service performance measurement, reporting, governance and improvement delivery. Working closely with business stakeholders, service owners, operational teams, commercial functions and third-party suppliers, the role drives accountability, addresses service performance issues and embeds a culture of continual improvement aligned with ITIL 4 principles.
Key Responsibilities
Define, negotiate and maintain SLAs, OLAs and supplier underpinning agreements, ensuring commitments are measurable, achievable and aligned with business needs and contractual obligations.
Work with service owners and service design and transition teams to establish service level requirements, targets and performance measures for new or materially changed services.
Ensure customer commitments are supported by internal teams and suppliers, identifying gaps in end-to-end service coverage and accountability.
Monitor contractual performance, identify actual and potential breaches, assess service credit exposure and coordinate corrective actions with commercial and service delivery teams.
Lead service level reviews with...
Service Level & Continual Improvement Manager in Farnborough employer: Hackajob
Joining Google as a Security Platform Engineer in the UK Public Sector means becoming part of a dynamic and innovative team dedicated to delivering secure private cloud services for critical customers. With a strong emphasis on employee growth, you will have access to cutting-edge technology and collaborative opportunities that foster professional development. The inclusive work culture at Google encourages creativity and teamwork, making it an exceptional employer for those seeking meaningful and impactful work in a supportive environment.
