Service Level Manager

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Job Description

We are looking for a Technology Service Manager to join the Heathrow Technology Ecosystem. This community plays a key role in supporting and enabling technology delivery across all areas of the business.

Responsibilities

1. Manage the delivery of the MIM (Major Incident Management) function and support the MIM team during Major Incidents.
2. Act as the first point of escalation for issues related to MIM, including communication, reporting, and stakeholder updates, from detection to resolution.
3. Line manage a team of 8 Band \’D\’ Major Incident Managers, overseeing performance, recruitment, training, and personal development.
4. Ensure effective management of changes to Technology Services, with the MIM team acting as guardians of overnight change.
5. Lead and manage the Service Desk, Incident, and Request Management functions with the supplier, including monitoring SLA and KPI performance.
6. Coordinate with Procurement to ensure contractual obligations are met, manage the budget, and contribute to supplier performance reviews.

Qualifications

• Extensive experience in Service Introduction and validation.
• Proven success in Service Portfolio management and relationship management, ideally in a 24/7 environment.
• Strong commercial awareness and negotiation skills.
• Experience managing a team.
• Ability to influence and work effectively with business stakeholders.

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