Service Level & Continual Service Improvement (CSI) Manager

Location: Farnborough, United Kingdom; onsite 5 days per week. Candidates must meet applicable UK Government and contractual personnel security and residency requirements and have the right to work in the United Kingdom. Some roles may require specific nationality eligibility.

Company

hirify.global provides technology and IT services, including complex managed and supplier-led service environments.

What you will do

• Own the end-to-end Service Level Management lifecycle, including development, negotiation, monitoring, and review of SLAs, OLAs, and underpinning contracts.
• Build relationships with customers, business stakeholders, service owners, internal teams, and third-party suppliers to align service commitments with business outcomes.
• Monitor and report on service performance, trends, risks, breaches, supplier commitments, and improvement opportunities.
• Chair service reviews and governance forums, ensuring actions, risks, and improvement initiatives are prioritised and completed.
• Lead the Continual Service Improvement strategy, using service data, customer feedback, incident and problem trends, audits, benchmarking, and root-cause analysis.
• Develop business cases, coordinate improvement initiatives, measure outcomes, and line-manage a Service Level Analyst.

Requirements

• Significant experience in Service Level Management, Continual Service Improvement, or a related ITSM role.
• Strong practical knowledge of ITIL principles, with ITIL 4 experience preferred.
• Proven experience managing SLAs, OLAs, underpinning contracts, and contractual service penalties in complex IT environments.
• Experience across infrastructure, cloud, applications, service desks, and third-party suppliers.
• Strong stakeholder management, communication, negotiation, influencing, analytical, and reporting skills.
• Eligibility for applicable UK Government and contractual security and residency requirements, plus the right to work in the United Kingdom.

Nice to have

• ITIL 4 Foundation, Managing Professional, or Strategic Leader certification.
• Experience with ServiceNow or equivalent ITSM platforms, Power BI, Grafana, or similar reporting tools.
• Experience in outsourced, managed service, supplier-led, regulated, secure, or defence environments.
• Knowledge of ISO 20000, Lean, Six Sigma, Kaizen, SIAM, or project management frameworks such as PRINCE2, Agile, or PMP.

Culture & Benefits

• Inclusive environment with support for applicants from diverse and underrepresented backgrounds.
• Reasonable adjustments are available throughout the hiring process.
• Work model prioritising in-person collaboration while allowing flexibility for wellbeing, productivity, individual work styles, and life circumstances.