IT Service Level & CSI Manager

DXC Technology Company; Farnborough; On-site; GBP 75,000 - 95,000; Full time

Job summary

DXC Technology Farnborough is seeking a Service Level & Continual Service Improvement (CSI) Manager to own the SLM and CSI practices across IT services. The role focuses on measurable service levels, data-driven continual improvement, and acting as the primary interface between business and IT for service performance.

You will build relationships with stakeholders, oversee SLAs/OLAs, and drive improvement initiatives aligned with ITIL 4 principles while managing a Service Level Analyst.

Qualifications

• Significant experience in Service Level Management, Continual Service Improvement (CSI) or a related ITSM role.
• Strong practical knowledge of ITIL principles, with ITIL 4 experience preferred.
• Proven experience managing SLAs, OLAs and underpinning contracts within complex IT environments.
• Strong stakeholder management, communication, negotiation and influencing skills.
• Experience working across infrastructure, cloud, applications, service desk and third-party suppliers.
• Strong analytical and reporting skills, with the ability to turn service data into meaningful business insight and action.
• Experience producing service performance and improvement reports/dashboards for senior leadership and customers.
• Experience operating in environments with contractual SLAs and service penalties.
• Ability to manage multiple services, stakeholders and competing priorities effectively.
• Good understanding of the relationship between SLM and other ITSM practices including Incident, Problem, Change, Availability and Capacity Management.

Responsibilities

• Own end-to-end Service Level Management lifecycle, including the development, negotiation, monitoring and review of SLAs, OLAs and underpinning contracts.
• Build strong relationships with customers, business stakeholders, service owners, internal teams and third-party suppliers to ensure service commitments are realistic, measurable and aligned with business outcomes.
• Lead service performance monitoring and reporting, providing clear insight into SLA performance, trends, risks, breaches and opportunities for improvement.
• Chair and facilitate service reviews and governance forums, ensuring actions, risks and improvement opportunities are identified, prioritised and followed through to completion.
• Monitor supplier performance and ensure contractual service commitments support customer-facing SLAs.
• Own and drive the organisation's Continual Improvement strategy and framework, aligned to ITIL 4 principles and business objectives.
• Identify and prioritise improvement opportunities using service performance data, customer feedback, incident/problem trends, audits, benchmarking and root cause analysis.
• Develop business cases and coordinate the delivery of improvement initiatives, ensuring benefits, costs, risks, milestones and outcomes are clearly defined and tracked.
• Measure and report on improvement outcomes and value, including service quality, customer satisfaction, risk reduction, cost savings and operational efficiency.
• Promote a strong continual improvement culture, coaching and supporting service and process owners and facilitating improvement workshops and retrospectives.
• Provide constructive challenge and effective stakeholder management across IT, business and supplier communities.
• Line manage and develop a Service Level Analyst.

Skills

Service Level Management

Continual Service Improvement

ITIL 4

Stakeholder management

Contract and vendor management

Tools

ServiceNow

Grafana

Power BI

Job description

DXC Technology Farnborough is seeking a Service Level & Continual Service Improvement (CSI) Manager to own the SLM and CSI practices across IT services. The role focuses on measurable service levels, data-driven continual improvement, and acting as the primary interface between business and IT for service performance.

You will build relationships with stakeholders, oversee SLAs/OLAs, and drive improvement initiatives aligned with ITIL 4 principles while managing a Service Level Analyst.