Senior Service Level Manager - London, United Kingdom - Circle Recruitment
Description
Senior Service Level Manager
From £ 350 - £ 440 p/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, aspreferred.Clearance:
Security Check (SC)
This role is inside IR3- 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
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