Service Level & Continual Improvement Manager (ITIL)

Location: London, 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; nationality requirements may apply.

Company

hirify.global delivers IT services and supports customer environments through diverse, inclusive and collaborative teams.

What you will do

• Define, negotiate and maintain SLAs, OLAs and supplier underpinning agreements aligned with business needs and contractual obligations.
• Establish service level requirements, targets and performance measures for new and materially changed services.
• Monitor contractual performance, identify breaches and service credit exposure, and coordinate corrective actions and formal remediation.
• Lead customer, service owner and governance reviews covering performance, risks, commitments, dependencies and actions.
• Oversee dashboards, reporting, performance indicators, data quality and management information for customers and senior stakeholders.
• Own the continual improvement framework and register, prioritising, coordinating and validating initiatives that improve service quality, customer experience, efficiency and cost.

Requirements

• Significant experience in Service Level Management, Continual Improvement or a related IT service management role.
• Strong practical understanding of ITIL principles, preferably ITIL 4.
• Proven experience managing SLAs, OLAs and supplier commitments in complex IT environments.
• Experience monitoring contractual performance, managing breaches, coordinating formal remediation plans and resolving persistent service level issues through escalation and stakeholder influence.
• Ability to analyse performance data and oversee dashboards, reporting and management information for customers and senior stakeholders.
• Experience managing improvement registers, governance processes, prioritisation frameworks and measurable benefits.
• Strong analytical, problem-solving, stakeholder management and influencing skills, with the confidence to challenge constructively.
• Experience across multiple IT services, technical teams and suppliers, including infrastructure, cloud, applications or end-user services.
• Understanding of how Service Level Management integrates with Incident, Problem, Change Enablement, Availability, and Capacity and Performance Management.
• Ability to manage competing priorities and drive outcomes across cross-functional teams in a complex, customer-focused environment.

Nice to have

• ITIL 4 Foundation certification or higher.
• Experience in managed services, outsourced IT or multi-supplier environments, including Service Integration and Management (SIAM).
• Experience using ServiceNow or equivalent ITSM platforms for service level management, reporting and improvement tracking.
• Knowledge of ISO/IEC 20000 and Lean, Six Sigma or Kaizen improvement methodologies.
• Experience with Power BI or equivalent business intelligence and reporting tools.
• Experience in regulated, public sector, secure or defence environments.

Culture & Benefits

• In-person collaboration is prioritised, with flexibility to support wellbeing, productivity and individual work styles.
• Inclusive and accessible environment with reasonable adjustments available throughout the hiring process.
• Applications are welcomed from all backgrounds, including women, underrepresented groups and neurodivergent candidates.