Service Level & Continual Improvement Manager

Job Description:

DXC Technology is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.

Service Level & Continual Improvement Manager

Location: London (onsite 5 days per week)

Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.

The Service Level & Continual Improvement Manager is responsible for ensuring IT services meet agreed service levels and that continual improvement delivers measurable business and customer value. The role leads Service Level Management and Continual Improvement, establishing effective frameworks for service performance measurement, reporting, governance and improvement delivery. Working closely with business stakeholders, service owners, operational teams, commercial functions and third-party suppliers, the role drives accountability, addresses service performance issues and embeds a culture of continual improvement aligned with ITIL 4 principles.

Key Responsibilities

• Define, negotiate and maintain SLAs, OLAs and supplier underpinning agreements, ensuring commitments are measurable, achievable and aligned with business needs and contractual obligations.
• Work with service owners and service design and transition teams to establish service level requirements, targets and performance measures for new or materially changed services.
• Ensure customer commitments are supported by internal teams and suppliers, identifying gaps in end-to-end service coverage and accountability.
• Monitor contractual performance, identify actual and potential breaches, assess service credit exposure and coordinate corrective actions with commercial and service delivery teams.
• Lead service level reviews with customers and service owners, ensuring performance, risks, commitments and remedial actions are clearly understood and managed.

Service Performance, Reporting & Governance

• Oversee service performance dashboards and reporting, providing accurate, timely and meaningful insights to customers, senior leaders and governance forums.
• Maintain consistent performance indicators, measurement definitions and data quality controls to ensure reporting is reliable, auditable and aligned with contractual commitments and service outcomes.
• Analyse performance trends, incident patterns, supplier dependencies and operational risks to identify systemic issues and improvement opportunities.
• Lead or facilitate service reviews and governance forums, ensuring actions have clear ownership, deadlines and appropriate escalation.
• Oversee service level reporting and analysis, working with dedicated reporting resources where applicable.

Continual Improvement

• Own and maintain the Continual Improvement framework, register and governance processes, ensuring opportunities are captured, prioritised and tracked.
• Identify improvement opportunities through performance analysis, major incident and problem reviews, customer feedback, audits and operational assessments.
• Prioritise initiatives based on business value, customer impact, risk, cost and feasibility, developing business cases where appropriate.
• Coordinate improvements across service owners, technical teams, project leads and suppliers, managing dependencies, monitoring progress and escalating risks.
• Ensure initiatives have accountable owners, agreed baselines, measurable success criteria and clear delivery plans.
• Identify opportunities to automate reporting, improve data integration and enhance performance insights through ITSM and business intelligence tools.
• Validate benefits and ensure improvements deliver sustainable gains in service quality, customer experience, operational efficiency and cost.
• Promote structured improvement methods aligned with ITIL 4, including root cause analysis, Plan-Do-Check-Act (PDCA) and Lean.

Stakeholder Management, Risk & Compliance

• Build effective relationships with customers, business stakeholders, service owners, operational teams, commercial functions and suppliers.
• Influence stakeholders to agree realistic service targets, address performance gaps and take ownership of improvement commitments.
• Represent Service Level Management and Continual Improvement at service reviews, governance boards and cross-functional forums.
• Ensure processes support relevant contractual, regulatory, security and audit requirements.
• Promote accountability, collaboration and data-driven decision-making, embedding continual improvement into day-to-day operations.

What you'll bring

• Significant experience in Service Level Management, Continual Improvement or a related IT service management role.
• Strong practical understanding of ITIL principles, preferably ITIL 4.
• Proven experience managing SLAs, OLAs and supplier commitments within complex IT environments.
• Experience monitoring contractual performance, managing breaches, coordinating formal remediation plans and resolving persistent service level issues through effective escalation and stakeholder influence.
• Ability to analyse performance data and oversee dashboards, reporting and management information for customers and senior stakeholders.
• Experience managing improvement registers, governance processes, prioritisation frameworks and measurable benefits.
• Strong analytical, problem-solving, stakeholder management and influencing skills, with the confidence to challenge constructively.
• Experience working across multiple IT services, technical teams and suppliers, including infrastructure, cloud, applications or end-user services.
• Understanding of how Service Level Management integrates with Incident, Problem, Change Enablement, Availability, and Capacity and Performance Management.
• Ability to manage competing priorities and drive outcomes across cross-functional teams in a complex, customer-focused environment.

Desirable

• ITIL 4 Foundation certification or higher.
• Experience in managed services, outsourced IT or multi-supplier environments, including Service Integration and Management (SIAM).
• Experience using ServiceNow or equivalent ITSM platforms for service level management, reporting and improvement tracking.
• Knowledge of ISO/IEC 20000 and improvement methodologies such as Lean, Six Sigma or Kaizen.
• Experience with Power BI or equivalent business intelligence and reporting tools.
• Experience in regulated, public sector, secure or defence environments.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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