Service Level Manager

Description

This role helps keep Heathrow’s IT services running reliably across a 24/7 environment. You will focus on service performance, supporting teams and suppliers to ensure systems remain stable, secure and meet business needs.

You will play an important part in improving how services are delivered, responding to issues and helping create a consistent and effective experience for users.

Responsibilities

• Maintain stable and reliable IT services across daily operations
• Manage incidents, requests and escalations to restore service quickly
• Work with business teams and suppliers to ensure services meet needs
• Review service performance and support continuous improvements
• Identify opportunities to improve processes, including automation

Qualifications

• Experience supporting IT services in a fast‑paced environment
• Understanding of IT service management approaches such as ITIL
• Experience managing incidents, requests and escalations
• Able to build effective working relationships with teams and suppliers
• Clear written and verbal communication skills
• Able to organise work and make timely decisions independently
   

Ideally, you will also have

• ITIL certification or similar qualification
• Experience contributing to service or project improvements
• Background in IT service desk or IT engineering