Service Level Manager

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.

Key Responsibilities

• 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.
  

Requirements

• 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.