Vacancy Details

Senior Service Level Manager

  • £350 - £440 per day
  • London

Senior Service Level Manager

From £ 350 - £ 440p/d - inside IR35

Hybrid Multiple Locations

6-month contract

We are seeking a Senior Service Level Manager for our government client. The role location is hybrid, split between working on site 2 days a week and the remainder of the week working remotely. Office locations include London, Milton Keynes or Glasgow, as preferred.

Clearance: Security Check (SC)

This role is inside IR35 - Due to the service of the role it will now be based on an Umbrella solution.

Role Profile/Responsibilities:

  • Own the Service Level Management process, policy and governance procedures
  • Be accountable for the overall quality of the process, reporting management information and management of all metrics against IT Service Management services
  • Lead teams to work in an agile and multidisciplinary environment
  • Oversight of direct reports and line management duties throughout their team
  • Managing team prioritisation and utilisation
  • Leading recruitment within the Service Level Management team
  • Displaying role model values of diversity and inclusion, leadership and change management in the team, engaging and maintaining the commitment of staff
  • Developing a supportive environment for staff, promoting a culture of constructive feedback, learning, development and flexible working
  • Building an open and collaborative culture within the IDD Service Level Management team
  • Upwards communication of updates and progress reporting for major breaches in SLAs to senior IT Service Management leadership and Commercial teams
  • Supporting Product teams in the setting and monitoring of SLAs and OLAs as appropriate
  • Agreeing measurable OLAs based on business outcomes, negotiating with IT Service Management and IDD teams to set realistic targets and measures
  • Identifying metrics and measurements that reflect customer's experience and level of satisfaction
  • Establishing governance of SLAs and OLAs with ITSM, wider IDD and other Directorates
  • Ensuring the validity of OLAs with customers to ensure that operational level targets are achievable and realistic against service provider capabilities and planned service changes
  • Supporting Commercial teams in the monitoring of SLAs by providing reporting information as required
  • Ensuring that Service Level Management processes and procedures are up to date and of an expected quality
  • Proactively focusing on continuous improvement of self and service
  • User Centred Analysis

If you are interested in the above role, please click "Apply Now" for immediate review

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