Service Level & Continual Service Improvement (CSI) Manager
Core
Accountable owner for Service Level Management (SLM) and Continual Service Improvement (CSI) practices, ensuring IT services meet business outcomes through measurable SLAs and a data-driven improvement culture.
Role type
Senior ITSM Manager (Service Level & CSI)
Builds
IT service performance frameworks, improvement initiatives, and supplier service commitments
Domain
IT Service Management (ITIL 4) in complex IT environments
Required skills
Service Level Management, Continual Service Improvement, ITIL 4, SLA/OLA/UC management, stakeholder management, supplier performance monitoring, root cause analysis, business case development, service reporting
Preferred skills
ITIL 4 Managing Professional/Strategic Leader, ServiceNow, outsourced/managed service environments, ISO 20000, Lean/Six Sigma/Kaizen, Power BI/Grafana, SIAM
Technologies
ServiceNow, Power BI, Grafana
Responsibilities
Manage end-to-end SLM lifecycle including SLA/OLA/UC negotiation and monitoring; Lead service performance monitoring and reporting; Chair service reviews and governance forums; Drive Continual Improvement strategy and framework; Monitor supplier performance; Line manage a Service Level Analyst
Seniority
Senior, hands-on IC with line management responsibilities