DV Cleared Service Level & Improvement Lead

LA International Computer Consultants Ltd

Hart

On-site

GBP 70,000 - 90,000

Full time

2 days ago

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Job summary

LA International Computer Consultants Ltd is seeking an experienced Service Level & Continual Improvement Manager with active DV clearance to define, negotiate and maintain SLAs and supplier service agreements across multiple teams.

You will monitor performance, drive continual improvement, lead governance meetings and develop dashboards using ITIL and SIAM frameworks. Experience with ServiceNow and Power BI is preferred; candidates with security clearances prioritized.

Qualifications

Experience in Service Level Management and ITSM.
Strong knowledge of ITIL and service frameworks.
Experience managing SLAs, OLAs and supplier commitments.
Experience handling service breaches, escalations and remediation plans.
Strong service performance analysis, reporting and governance experience.
Experience managing Continual Improvement registers and measurable benefits.
Understanding of Incident, Problem, Change, Availability and Capacity Management.
Experience across infrastructure, cloud, applications and end-user services.
Excellent stakeholder management and communication skills.
ITIL 4 certification would be advantageous.
Experience with ServiceNow and Power BI or similar tools.
Knowledge of SIAM, ISO 20000, Lean or Six Sigma desirable.

Responsibilities

Define, negotiate and maintain SLAs, OLAs and supplier service agreements.
Monitor service performance, contractual compliance and potential SLA breaches.
Lead service reviews, performance reporting and governance meetings.
Develop and maintain service dashboards, KPIs and management information.
Manage service performance escalations and coordinate corrective actions.
Own the Continual Improvement framework, improvement register and governance processes.
Identify and prioritise improvements based on business value, risk and customer impact.
Coordinate improvement initiatives across technical teams and suppliers.
Track improvement benefits, delivery progress and measurable outcomes.
Promote ITIL 4 practices, root cause analysis and structured service improvement.