Service Level Manager

Leidos; Farnborough, Greater London; Hybrid; GBP 40,000 - 80,000; Full time

Job description

Description

Service Level Manager

Location: Huntingdon / Farnborough, UK (Hybrid Working Policy)

Clearance: High level of security clearance - (DV - Developed Vetting)

UNLEASH YOUR POTENTIAL

Leidos is seeking a mid-level IT Service Management candidate to fulfil a Service Level Manager role. The role will be responsible for the governance and assurance of the service catalogue and maintenance of an appropriate SLM structure that covers Service Level Agreements (SLAs) with the Customer, Operating Level Targets (OLA’s) with the internal IT support teams and SLA’s with suppliers. This is to ensure business demands for IT services and systems meet performance and availability targets and are delivered in a cost-effective and timely manner.

Your Role and Responsibilities:

• Reporting to the Service Delivery Manager, you will lead the implementation of the Service Level Management process. The successful candidate has the opportunity to shape this position from the very beginning. The job begins with activities that include analysing and reviewing as-is processes and procedures, process interfaces, performance levels, tools, and skills.

What You'll Get to Do:

• Set-up and maintain the service catalogue detailing the service targets applicable.

• Ensure appropriate Operating Level Agreements (OLA’s) are agreed and in place and reviewed and maintained regularly.

• Contribute to the service acceptance process to ensure that any service targets expected to be applied to new or changed services have been tested and verified.

• Monitor performance against service targets each day and agree any actions needed to restore performance.

• Propose Continual Service Improvement (CSI) initiatives to improve performance, these may be process improvement, enhancement to tools or documentation or training.

• Responsible for the service reporting processes. These will include day to day monitoring of performance against targets and the monthly reporting.

• Creation, implementation and improvement of Service Level Management, process, tooling, and governance.

• Foster internal & external relationships to support the strategy and vision for Service Level Management across all areas of the Programme.

• Organise and maintain the regular Service Level review process with both the client, Leidos and suppliers.

• Conduct annual (as appropriate) reviews of the entire Service Level process and negotiate, agree and control any amendments necessary.

• Acts as co-ordination point for any temporary changes to service levels required (i.e. extra support hours required by the client, reduced Levels of Service over a period of maintenance required by the IT provider etc.).

We’re looking for an individual with strong analytical, problem-solving, and capacity and availability management experience who likes working with a broad range of stakeholders and users. You will also contribute to the wider community and share your skills and experiences.

You'll Bring These Qualifications:

• Minimum 5 years of demonstrated experience managing the implementation and operation of ITSM processes aligned with ITIL framework.

• Understanding of key ITSM processes to ensure that they are consistently deployed, executed, and continuously improved in alignment with business requirements.

• Must have directly demonstrated expertise in systems documentation.

• ITIL v3 certification(s) or ITIL 4 Foundation certification(s).

Qualifications Would be Nice to Have:

• Experience with Government Service Management Framework processes.

What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
• Dynamic Working

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

• Ability to provide ITSM process training.