Service Level & Continual Improvement Lead

DXC Technology Company; Farnborough; On-site; GBP 65,000 - 90,000; Full time

Job summary

DXC Technology is seeking a Service Level & Continual Improvement Manager to lead SLMs and continuous improvement for Hampshire-based IT services, with on-site work five days a week. You will define SLAs/OLAs, monitor performance and drive ITIL 4-aligned improvements with service owners, suppliers and governance forums.

The role requires extensive ITSM experience, strong analytics and the ability to translate performance data into measurable business value and governance-ready reporting.

Qualifications

• Significant experience in Service Level Management or Continual Improvement within ITSM.
• Strong understanding of ITIL principles, preferably ITIL 4.
• Proven experience managing SLAs/OLAs and supplier commitments in complex IT environments.
• Experience monitoring contractual performance, breaches and remediation via escalation.
• Ability to analyze performance data and oversee dashboards and MI for customers and execs.
• Experience managing improvement registers, governance processes and measurable benefits.
• Analytical, problem-solving and stakeholder management skills with constructive challenge.
• Experience across multiple IT services and suppliers including cloud, infra and apps.
• Understanding how SL Management integrates with Incident, Problem, Change Enablement, Availability and Capacity.

Responsibilities

• Define, negotiate and maintain SLAs, OLAs and underpinning agreements, ensuring commitments are measurable and aligned with business needs.
• Establish service level requirements, targets and performance measures for new or changed services.
• Ensure customer commitments are supported by internal teams and suppliers, addressing gaps in end-to-end coverage.
• Monitor contractual performance, identify breaches, coordinate corrective actions with delivery teams.
• Lead service level reviews with customers and service owners, ensuring actions have owners and deadlines.
• Oversee service performance dashboards and reporting with data quality controls.
• Own and maintain Continual Improvement framework and governance processes.
• Coordinate improvements across service owners and suppliers, prioritising according to business value.

Skills

Service Level Management

Continual Improvement

ITSM

Stakeholder management

Data analysis

Power BI

ServiceNow

Education

ITIL 4 Foundation or higher

Tools

Power BI

ServiceNow

ISO/IEC 20000 knowledge

Job description

DXC Technology is seeking a Service Level & Continual Improvement Manager to lead SLMs and continuous improvement for Hampshire-based IT services, with on-site work five days a week. You will define SLAs/OLAs, monitor performance and drive ITIL 4-aligned improvements with service owners, suppliers and governance forums.

The role requires extensive ITSM experience, strong analytics and the ability to translate performance data into measurable business value and governance-ready reporting.