Neil Smith

Service Level Manager @Thames Water

Governing and assuring that IT business services are delivered in accordance with the metrics set down in the standard business Service Level Agreement Service Design Drafting and implementation of an Operating Level Agreement with internal support service providers Negotiate contractual service levels and support scope deliverables with third party suppliers Ensure incoming contracts (new & renewals), in respect of service levels and service scope deliverables, align with TW IT Service Delivery requirements and the standard business Service Level Agreement • Reporting to the Head of Service Governance & Management • Developed and chair of the Monthly Service Delivery Committee Review (attended by all Service Operations leaders and partner representatives) • Drafting and implementation of an Operating Level Agreement with internal support service providers that underpins the standard business Service Level Agreement • Review and approve service level data from all suppliers and internal support teams and its adherence to commercial agreements or internal OLA respectively • Chairing supplier service review meetings • Review and approve the TW IT Monthly Performance Report • Work with commercial, procurement, projects and suppliers to ensure incoming contracts (new & renewals), in respect of service levels and service deliverables, align with TW IT Service Delivery requirements and the standard business Service Level Agreement • Work with projects to ensure all the required components of a support service are included within the new e2e support wrap • Work with the SDMs and support teams (internal & external) to resolve gaps within any support service • Work with the Product Owner for the ITSM toolset to create the product roadmap in relation to SLA / KPI / OLA reports and dashboards