Service Level & Continual Improvement Manager - DV Cleared

LA International; Basingstoke; On-site; GBP 60,000 - 90,000; Full time

Job summary

LA International is seeking a Service Level & Continual Improvement Manager with active DV clearance to lead SLA governance, performance analysis and continual improvement across service teams and suppliers. You will drive ITIL-aligned processes, reporting and governance, coordinating cross-functional efforts to optimise service delivery in government/defence environments.

The role requires strong stakeholder engagement, incident/problem/change management experience and the ability to prioritise

Qualifications

• Extensive experience in Service Level Management, Continual Improvement or IT Service Management.
• Strong practical knowledge of ITIL principles and service management frameworks.
• Proven experience managing SLAs, OLAs and supplier commitments.
• Experience managing service breaches, escalations and remediation plans.
• Strong service performance analysis, reporting and governance experience.
• Experience managing Continual Improvement registers, initiatives and measurable benefits.
• Understanding of Incident, Problem, Change, Availability and Capacity Management.
• Experience working across infrastructure, cloud, applications and end-user services.
• Excellent stakeholder management, analytical and communication skills.
• ITIL 4 certification would be advantageous.
• Experience with ServiceNow, Power BI or equivalent reporting tools would be beneficial.
• Knowledge of SIAM, ISO 20000, Lean or Six Sigma would be desirable.
• Experience within managed services, Government or Defence environments would be advantageous.

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.

Skills

Service Level Management

Continual Improvement

ITSM

ITIL 4

Incident Management

Problem Management

Change Management

Availability Management

Capacity Management

Stakeholder Management

Governance

Reporting

SIAM knowledge

Security clearance experience

Education

ITIL 4 Certification

Tools

ServiceNow

Power BI

Job description

Service Level & Continual Improvement Manager

Must have an Active DV Clearance

Service Level & Continual Improvement Manager 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.

Service Level & Continual Improvement Manager Skills and Experience

• Extensive experience in Service Level Management, Continual Improvement or IT Service Management.
• Strong practical knowledge of ITIL principles and service management frameworks.
• Proven experience managing SLAs, OLAs and supplier commitments.
• Experience managing service breaches, escalations and remediation plans.
• Strong service performance analysis, reporting and governance experience.
• Experience managing Continual Improvement registers, initiatives and measurable benefits.
• Understanding of Incident, Problem, Change, Availability and Capacity Management.
• Experience working across infrastructure, cloud, applications and end-user services.
• Excellent stakeholder management, analytical and communication skills.
• ITIL 4 certification would be advantageous.
• Experience with ServiceNow, Power BI or equivalent reporting tools would be beneficial.
• Knowledge of SIAM, ISO 20000, Lean or Six Sigma would be desirable.
• Experience within managed services, Government or Defence environments would be advantageous.

Due to high volume of applications, only shortlisted CVs will be contacted.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 18 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.