Service Level & CSI Manager - ITIL-Driven Improvement

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

Job summary

DXC Technology in Farnborough is seeking a Service Level & Continual Service Improvement Manager to own SLM and CSI practices. You will negotiate, monitor and report on SLAs/OLAs/UCs, driving continual improvement and IT service value.

This role requires close collaboration with customers, service owners, and suppliers, with a focus on data-driven decision making. You will lead performance reporting, governance, and improvement initiatives across IT services, ensuring outcomes align with

Qualifications

• Significant experience in Service Level Management, CSI or ITSM.
• Strong knowledge of ITIL principles, ITIL 4 preferred.
• Proven experience in managing SLAs, OLAs and underpinning contracts.
• Excellent stakeholder management, negotiation and influencing skills.
• Experience with infrastructure, cloud, applications and third-party suppliers.
• Strong analytical and reporting skills turning data into insights.
• Experience creating performance and improvement dashboards for leadership.
• Familiarity with environments with contractual SLAs and service penalties.
• Ability to manage multiple services and priorities effectively.
• Understanding of SLM's relation to Incident/Problem/Change/Availability/Capacity.

Responsibilities

• Own and manage the SLM lifecycle including SLAs, OLAs and contracts.
• Build relationships with customers, stakeholers and suppliers to align outcomes.
• Lead service performance monitoring and reporting with insights.
• Chair governance forums, track actions and improvements.
• Monitor supplier performance and contractual commitments.
• Drive Continual Improvement strategy and framework.
• Prioritize improvement opportunities from data and feedback.
• Develop business cases and track outcomes and benefits.
• Measure value and impact of improvements for stakeholders.
• Promote a culture of continual improvement and coaching.
• Provide stakeholder challenge and effective management across IT and suppliers.
• Line manage and develop a Service Level Analyst.

Skills

SLM/CSI experience

ITIL 4 knowledge

SLA/OLA/UC management

Stakeholder management

Service performance monitoring

Data-driven improvement

Reporting to senior leadership

Contractual SLAs & penalties

Multi-service coordination

ITSM practices integration

Education

ITIL 4 Foundation certification

Tools

ServiceNow

Power BI

Job description

DXC Technology in Farnborough is seeking a Service Level & Continual Service Improvement Manager to own SLM and CSI practices. You will negotiate, monitor and report on SLAs/OLAs/UCs, driving continual improvement and IT service value.

This role requires close collaboration with customers, service owners, and suppliers, with a focus on data-driven decision making. You will lead performance reporting, governance, and improvement initiatives across IT services, ensuring outcomes align with