Service Level & Continual Improvement Manager

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.

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.

• 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.

• 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.

• 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.

• Build effective relationships with customers, business stakeholders, service owners, operational teams, commercial functions and suppliers.
• Influence…