Service Level & Continual Service Improvement (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 is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.

Service Level & Continual Service Improvement (CSI) Manager

Location: Farnborough (onsite 5 days per week)

Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.

The Service Level & Continual Service Improvement Manager is the single accountable owner for both the Service Level Management (SLM) and Continual Improvement ITIL 4 management practices. This role ensures that all IT services are underpinned by clearly defined, measurable, and achievable service levels aligned to business outcomes, and that a structured, data-driven approach to continual improvement is embedded across the service lifecycle. The role holder acts as the primary interface between the business and IT for service performance, driving a culture of measurement, accountability, and relentless improvement.

Key Responsibilities

• Own and manage the end-to-end Service Level Management (SLM) 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.

Essential Skills & Experience

• 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.

Desirable

• ITIL 4 Foundation (Managing Professional/Strategic Leader desirable).
• Experience with ServiceNow or equivalent ITSM platforms.
• Experience within outsourced, managed service or supplier-led environments.
• Knowledge of ISO 20000.
• Lean, Six Sigma or Kaizen experience/certification.
• Project management qualification or experience (e.g. PRINCE2, Agile, PMP).
• Experience with Power BI, Grafana or equivalent reporting/BI tools.
• Experience within regulated, secure or defence environments.
• SIAM (Service Integration and Management) experience or awareness.

What You'll Bring

We are looking for a confident and commercially aware ITSM professional who can combine strong Service Level Management with a genuine passion for continual improvement. You will be comfortable working with senior stakeholders, challenging performance constructively, managing suppliers and turning service data and insight into measurable improvements for customers and the organisation.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.