We’re looking for an experienced Service Level Management Lead to join our IT Service Management function and help ensure our IT services and suppliers consistently deliver against agreed performance standards.
In this role, you will lead the Service Level Management and Vendor Management processes, ensuring IT services are clearly defined, supplier contracts include measurable service levels, and performance is monitored and reported effectively. You will work closely with IT teams, the business, and external suppliers to ensure transparency, accountability, and continuous service improvement.
Key Responsibilities:
Define and maintain the IT service catalogue and associated service levels.
Establish and manage Service Level Management and Vendor Management processes.
Ensure supplier contracts include clear SLAs, OLAs, KPIs and service credit frameworks.
Conduct regular service reviews with key suppliers and manage performance issues.
Lead service reporting, providing insights and improvement actions.
Work with procurement, legal and project teams to define services in new or updated contracts.
Build strong relationships with senior supplier stakeholders and act as a key escalation point.
Identify risks and drive continuous service improvement initiatives.
Skills & Experience:
5+ years of experience in IT Operations or Service Delivery.
Strong experience managing outsourced suppliers and SLAs.
Knowledge of ITSM processes and service governance.
Commercial awareness with the ability to interpret contracts and negotiate with suppliers.
ITIL qualified