Service Level Management and Insights Lead

Job description

Summary The Service Level Management and Insights Lead is a key role within D&T Service Management, owning Service Level Management and Measurement & Reporting. Leading a team of service level and reporting specialists, the role is accountable for delivering performance and value. You will define and maintain the service performance framework, ensuring service levels, SLAs/XLAs, and reporting align with business needs and supplier agreements. The role ensures accurate, high-quality measurement through continuous improvement. You will analyse performance trends, risks, and issues to generate insights that improve service quality, and lead delivery of performance frameworks and improvement roadmaps. Working with Service Assurance, Practice Owners, Product Owners, and partners, you will ensure services meet or exceed targets. Success is measured through stakeholder satisfaction, reporting quality, insight value, and improved service performance. You will also collaborate across Service Management to share best practice and scale effective improvements. What you'll do: Lead, mentor, and develop a team of Service Level Managers and Reporting Analysts, fostering a high-performance, servi...