Service Level & Continual Service Improvement (CSI) Manager

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.

The role is responsible for establishing, negotiating, monitoring, and reporting on Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) to ensure IT services consistently meet agreed business requirements and performance targets.

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.

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