Service Level Manager

Revenue and Customs Digital Technology Services
Town Centre
£45,600 - £50,400
09 Mar 2018
21 Mar 2018
Contract Type
Full Time
Summary of the role: Introduce and maintain supplier performance measurement againstdocumented service levels. This role will establish, own and maintain Service Operations ServiceLevel Agreement and Operational Level Agreement processes, proceduresand documentation, and govern Commercial Supplier and internal DeliveryGroup performance reporting. Acting as an interface to stakeholders andother process managers, the Service Level Manager will provide industrystandard best practice guidance and solutions to ensure the servicedelivered is measured and reported. The role holder will have a detailed understanding of SLAs and KPIs,impeccable stakeholder relationship management skills, strongpresentation and documentation experience, and be familiar withcommercial and contractual practices in a complex and federated ITService environment. Responsibilities include: Design service performance reporting template for newly adoptedservices, integrating contractual service levels and other key criteria. Own and facilitate process reviews, identify process designimprovements, and retain ownership of outstanding actions. Establish and maintain Service Level Agreements (SLAs) andOperational Level Agreements (OLAs), ensuring governance of quality and integrity. Be the Subject Matter Expert for Service Operations ServicePerformance Reporting activity, acting as first point of contact for escalations. Support performance reporting of new services by providing processguidance to Service Owners and Commercial Suppliers, driving theresolution of any challenges. Task manage Service Level Analysts, ensuring accurate and timelydelivery of data such as performance results and executive scorecards. Provide guidance and support to Service Operations and other DeliveryGroups with regard to Service Level Management activities. Escalation point within Service Level Management and Reporting teamfor provision of guidance which supports the supply of timely andaccurate service performance metrics to stakeholders, or SLA and OLAdocumentation governance. Keep Service Management and Delivery Group colleagues informed of anychanges to SLA or OLA processes and target measures. Ensure all SLA and OLA changes are managed in accordance with process. Maintain SLA, OLA and Performance Reporting libraries. Perform proactive SLA Reviews. Provide technical support and maintenance of team Databases, Toolsand Repositories. Identify any new tools or mechanisms which may be required to supportthe implementation of changes to contractual SLA processes or targetmeasures. Keep SLM&R team informed of any such potential changes. Identify and remediate service or reporting risks. Deputise for Head of Service Level Management and Reporting. Essential Knowledge, Criteria and Skills Significant Experience of owning and leading IT service managementprocesses, being responsible for the collection of performance data andtrends, and monitoring Commercial Supplier performance against targets. Expert IT Service Management experience, ideally 5 years+ in a seniorService Level or Service Delivery Management role, and the ability tointerpret service level measures, performance targets andcommercial/contractual documents. A proven industry standard ability to analyse and understand ServiceLevel Agreements, and provide ITIL best practice guidance to colleaguesand stakeholders from DTO and other Directorates. Proficient ability to validate and analyse complex Big Data sheets,perform statistical analysis and data mining. A high degree of Presentation and Communication skills are essential tobe able to perform this role effectively, as interaction will often bewith senior stakeholders at Head of Operations or Deputy Director level. Demonstrable delivery of improvement initiatives in amulti-disciplined, complex and high profile business environment.Influencing and Negotiation skills are desirable to support suppliercollaboration and help deliver positive performance outcomes. Although this post carries no line management experience, evidence ofconflict resolution, improving team performance or dealing withsensitive staff issues would be beneficial. Attention to detail, teamwork, planning, numeracy and data analysis areall key characteristics to enable the delivery of this function. Impeccable stakeholder and customer relationship management is vital. Regular travel to various sites may be required as part of this role. Revenue & Customs Digital Technology Services offers a wide rangeof Employee Benefits comprising: Corporate Group Income Protection Pension - Defined Contributions Scheme Leave entitlement - 22 days on joining, rising to 25 days after 1year and 27 days after 10 years service Corporate life assurance (x 4 salary) Voluntary travel insurance Voluntary personal accident cover Healthcare Cash Plan Childcare vouchers Cycle to work scheme Non-contractual bonus scheme Interest free season ticket loan RCDTS reference: ZR_225_JOB Job Types: Full-time, Permanent Salary: 45,600.00 to 50,400.00 /year - provided by Dice BIG DATA, DATA ANALYSIS, DATA MINING, DEGREE, ITIL, SERVICE DELIVERY, SERVICE MANAGEMENT, SLA, STATISTICAL ANALYSIS