About the role:
The Service Level Manager is a crucial and integral role within Service Operations. You will be an experienced service professional who will have overall responsibility for the management of service levels for a dedicated business service line.
You will need to be able to work in a highly-pressurised working environment with multiple challenges and different stakeholders. You will need to prioritise daily workloads whilst maintaining deliverables within time scales.
As a Service Level Manager, your responsibilities will include:
- Governing and assuring Service Levels across TTA in line with Contractual commitments
- Reviewing and approving the Production of the Monthly Performance Pack – within the tooling. (moving away from PowerPoint)
- Runs the Monthly Service Delivery Committee
- Receives, reviews and approves SLA data and adherence from Suppliers and internal teams through the tools. i.e:
- Reviews and approves process owner SLA’s, KPI’s and internal OLA’s
- Reviews and approves Suppliers dashboards specific to them to be provided to the SLM via the tools
- Reviews and approves the availability report data for any available Service Levels and the tools to be provided at an overall, and at an individual supplier/tower level/application/infrastructure component level
- Reviews and approves Capacity report data including business demand, utilisation and eradication of unused capacity trends which is input from apps/infra/business teams via Capacity Manager
- Reviews and approves Performance report data, if we are only using 5% of a given server box then we reduce cores to reduce cost and licences <= input from Infra and Apps teams via Capacity Manager
- Reviews and approves Trending information and CSI plans associated with them
- Inputs from teams, suppliers and SDM’s / ITBP’s
- For internal measures, reviews and approves any OLA, KPI, measure we want to include. Also can introduce internal measures that the teams need to adhere to.
- Works with the SDM’s, incident management and partners to agree on an impact statement and prioritisation for Incidents
- Reviews and agrees Identified areas of continuous improvement and can prioritise/assign activities as appropriate to Suppliers and internal teams to rectify.
- Works within the contractual remit and makes use of contractual measures to ensure deliverables are met to time, quality etc. Use of Correction plans is an example.
- Works with Commercial and Procurement teams to ensure that incoming contracts (new / renewals) are aligned in respect of Service Levels looking at back to back and ensuring alignment to TTA standards.
- Works with the Product Owner to drive requirements out of the tooling for specific reports, dashboards, data, including ensuring that SLA’s work in the tooling and where we need something specific to be captured to enable a particular SLA / KPI / OLA then that forms part of the product roadmap.
- Works with the Apps team for those applications that are brought in house to set appropriate SLA’s and measures
- Works with the Infra team to set appropriate measures and SLA’s for the DC and Comms room management team
- Works with all teams to develop internal OLA’S to further improve the service internally and externally.
- Sets direction and strategy around Dashboards, reporting broken down to appropriate levels of segmentation, all, tower, supplier, business etc..
- Where appropriate attends supplier review meetings, QBR’s and other meetings as required
To be successful you will have the following skills and experience:
Essential:
- You will need to have detailed knowledge of ServiceNow and have the ability to build, create and utilise dashboards
- You will need ITIL v3/v4 intermediate
- Experience in contract management
- Experience in creating/implementing/managing contractual SLAs/KPIs/OLAs
Desirable:
- Experience in PowerBI
- ITIL Service Design
- ITIL Service Level Management
What’s in it for you?
Our competitive salary and package include a bonus of up to 20%, car allowance, private healthcare, an excellent contributory pension and 26 days holiday. There is also a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps.
We’re proud to be here for our local community, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to view our full list of Rewards and Benefits
About Us
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.