Service Level Manager
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Job Summary
Nextlink is looking for an experienced Service Level Manager to oversee end-to-end IT service delivery performance and ensure services consistently meet agreed service-level commitments.
- Oversee end-to-end service provision and ensure all relevant service delivery entities are appropriately engaged and deliver measurable value.
- Establish and maintain effective communication with Service Delivery Managers customers Account Managers Data Analysts Service Owners and other stakeholders.
- Contribute to the preparation review and negotiation of SLAs; develop and maintain KPIs aligned with agreed service-level targets.
- Manage the organisation-wide KPI catalogue ensuring consistency accuracy and relevance.
- Facilitate agreement on KPI definitions targets and reporting expectations across stakeholders.
- Promote collaboration between service delivery entities and coordinate proactive customer service reviews alongside Demand Management and Service Owners.
- Act as the primary customer contact for service-level management activities; ensure agreed KPIs are monitored measured analysed and reported accurately
- Translate KPI and service reporting requirements into technical specifications to enable automated reporting
- Provide expert guidance to stakeholders on service management practices SLA compliance and continuous service improvement.
- NATO Secret security clearance
- ITIL v3 or higher certificate
- Demonstrated knowledge and practical understanding of IT Service Management principles.
- Sound knowledge of Service Design Transition and Operation processes.
- Practical experience of project or service management best practices.
- Experience in resource management and planning.
- Ability to monitor end-to-end service provision and coordinate multiple service delivery entities.
- Experience supporting SLA preparation service-level definition stakeholder alignment and service performance governance.
- Ability to develop maintain and manage KPIs.
- Ability to translate business and service reporting requirements into clear technical specifications supporting reporting automation.
- Strong stakeholder management capabilities.
- Excellent verbal and written communication skills.
- Advanced organisational skills with the ability to coordinate multiple activities.
- Strong analytical thinking and problem-solving skills.
Required Skills:
NATO Secret security clearance ITIL v3 or higher certificate Demonstrated knowledge and practical understanding of IT Service Management principles. Sound knowledge of Service Design Transition and Operation processes. Practical experience of project or service management best practices. Experience in resource management and planning. Ability to monitor end-to-end service provision and coordinate multiple service delivery entities. Experience supporting SLA preparation service-level definition stakeholder alignment and service performance governance. Ability to develop maintain and manage KPIs. Ability to translate business and service reporting requirements into clear technical specifications supporting reporting automation. Strong stakeholder management capabilities. Excellent verbal and written communication skills. Advanced organisational skills with the ability to coordinate multiple activities. Strong analytical thinking and problem-solving skills.
