Service Level Manager

Hmcts Digital And Technology Services (dts); City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A government digital services agency in the UK is seeking a talented individual for a strategic role in Service Level Management. You will develop and implement processes while engaging with stakeholders to ensure service excellence. The role requires strong analytical and problem-solving skills. Candidates should be adept at managing performance metrics and leading a team. This position offers flexible working options and valuable training opportunities in a supportive environment.

Benefits

Flexible working

Training opportunities

Inclusive culture

Qualifications

• Strong analytical and problem-solving skills necessary.
• Experience in capacity and availability management.
• Ability to work effectively with diverse stakeholders.

Responsibilities

• Create, implement, and improve Service Level Management processes.
• Negotiate and maintain Service Level Agreements with customers.
• Analyze service performance against SLAs and OLAs.

Skills

Analytical skills

Problem-solving

Capacity management

Stakeholder engagement

Job description

Responsibilities

• Creation, implementation and improvement of Service Level Management, process, tooling, and governance. This also requires the creation and maintenance of a catalogue of existing services offered by the organisation and their associated Service Level Targets.
• Foster internal & external relationships to support the strategy and vision for Service Level Management across all areas of the HMCTS.
• Negotiates, agrees, and maintains the Service Level Agreements with the Customer (HMCTS business areas)
• Negotiates, agrees, and maintains the Operational Level Agreements (Service Level Targets) with the internal IT support teams
• Negotiates and agrees with both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services
• Analyses and reviews service performance against the SLAs and OLAs and addresses shortfalls/failures with relevant suppliers and support teams
• Produces regular reports on service performance and achievement to HMCTS stakeholders and service boards and IT provider at an appropriate level and provides regular feedback to Senior Leadership Team on efficiency of Processes and Procedures.
• Organises and maintains the regular Service Level review process with both the IT Customer and IT provider
• Initiates any actions required to maintain or improve service levels, assess, and monitor CSI activities to drive forward benefits including VFM opportunities
• Conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees, and controls any amendments necessary
• Acts as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the IT provider etc.).
• Interfaces with the appropriate service management processes to support Service Levels deliverables: problem management, incident management, change management, capacity, and availability management etc.
• Engages with major projects and programmes to assure that Service Levels requirements are factored into the design & delivery.
• Representing the department at key stakeholder meetings.
• Leadership and Management of SLM Team, inspire and motivate team to deliver service excellence, coaching and developing individuals to the best of their ability and manage the resources in accordance with HMCTS policies and procedures, so that the team's business objectives are achieved consistently.
• Take part in other ITSM (IT Service Management) processes, or as required perform as a back-up to maintain operational activities.
• Drive analysis and identify, prioritise, and implement improvements and efficiencies working closely with other service management colleagues such as the CSI Manager and Risk and Issue Manager, Capacity and Availability Manager ensuring that the organisation derives maximum value from services and utilise knowledge to identify Service Management Risks & Issues
• Support the strategic direction and expansion of key performance metrics within existing management information reporting
• Act as a central contact point and SME for all digital and technology matters related to Service Level Management
• Champion the governance and management of Service Levels, their tracking and reporting, working with colleagues across government and other digital, data and technology (DDaT) communities and analytical professions
• Lead and instil the delivery of ITIL best practice regarding Service Level Management and Reporting during interactions with the wider organisation

We're looking for an individual with strong analytical, problem-solving, and capacity and availability management experience who likes working with a broad range of stakeholders and users. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.

New recruits to the Civil Service joining MoJ are expected to join at the band minimum. Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band). Government Digital and Data (GDD) will be used to determine if you will be paid an additional allowance, on top of your basic salary. This role aligns against Senior Perfomance Analyst from the Government Digital and Data Framework Introduction: These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding. HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital. DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you\'ll find flexible working, an inclusive culture and a place where your opinion is valued.