SLA & Continual Improvement Lead

DXC Technology Company; Greater London; On-site; GBP 75,000 - 110,000; Full time

Job summary

DXC Technology is hiring a Service Level & Continual Improvement Manager to own SLAs, OLAs and continual improvement initiatives across IT services in a London-based, onsite role. You will lead service level management, governance and reporting, partnering with service owners, suppliers and stakeholders to drive measurable business value.

The role requires strong ITIL knowledge, experience in ITSM, and the ability to coordinate cross-functional teams to deliver quality service improvements in a

Qualifications

• Significant experience in Service Level Management or ITSM roles.
• Strong understanding of ITIL principles, ITIL 4 preferred.
• Proven experience managing SLAs, OLAs and supplier commitments.
• Experience monitoring contractual performance and remediation plans.
• Ability to analyse performance data and oversee dashboards and MI.
• Experience managing improvement registers and governance processes.
• Strong analytical and stakeholder management skills.
• Experience across multiple IT services including infrastructure, cloud and apps.
• Understanding of how SLM integrates with Incident, Problem, Change, Availability and Capacity.
• Ability to drive outcomes across cross-functional teams.

Responsibilities

• Define, negotiate and maintain SLAs, OLAs and supplier underpinning agreements.
• Establish service level requirements, targets and performance measures.
• Ensure commitments are supported by internal teams and suppliers.
• Monitor performance, identify breaches and coordinate remediation actions.
• Lead service level reviews with customers and owners.
• Oversee dashboards, reporting and governance forums with timely insight.

Skills

Service Level Management

Continual Improvement

ITSM

ITIL (4)

SLA/OLA governance

Performance data analysis

Dashboards & MI reporting

Improvement governance

Stakeholder influence

Cross-functional delivery

Incident/Problem/Change interfacing

Prioritisation & delivery planning

Education

ITIL 4 Foundation or higher certification

ServiceNow knowledge

Tools

ServiceNow

Power BI

Job description

DXC Technology is hiring a Service Level & Continual Improvement Manager to own SLAs, OLAs and continual improvement initiatives across IT services in a London-based, onsite role. You will lead service level management, governance and reporting, partnering with service owners, suppliers and stakeholders to drive measurable business value.

The role requires strong ITIL knowledge, experience in ITSM, and the ability to coordinate cross-functional teams to deliver quality service improvements in a