SLM Governance Manager

Job description

Job Description : Title : SLM Governance Manager Level : 5A About the Function:    Digital & Technology (D&T) is transforming how Diageo works, from how we source ingredients to how we connect with customers and consumers around the world.  This is where data, technology and creativity come together to solve real business challenges and unlock new opportunities. Whether it’s building platforms, using data to drive decisions or shaping digital experiences, the work here has tangible impact across every part of our business.  You’ll be part of a team that’s constantly learning, experimenting and pushing boundaries, with the freedom to explore new ideas and the support to turn them into reality.  About the role: The Service Level Management (SLM) & IT Governance Manager is responsible for establishing, governing, and continuously improving the operational governance framework across IT Service Management (ITSM) services. The role ensures operational performance is visible, measurable, and aligned to Diageo GBS standards while driving service excellence through effective governance, service level management, quality assurance, customer satisfaction, and continual improvement. This position provides oversight of operational performance, ensuring compliance with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and governance standards. Working closely with Service Owners, Delivery Teams, Managed Service Providers, and Business Stakeholders, the role drives accountability, service quality, operational insights, and continual service improvements that enhance business outcomes. Key Accountabilities 1. Governance & Operational Performance • Own and continuously enhance the IT Operations Governance Framework across all service towers. • Ensure governance aligns with Diageo GBS policies, standards, and operating principles. • Chair governance forums including:• Weekly/ Monthly Operational Reviews • Monthly Service Reviews (MSR) • Quarterly Business Reviews (QBR) • Monitor operational performance against contractual commitments and internal targets. • Govern performance exception management, critical issues, and action tracking. • Ensure Root Cause Analysis (RCA) reviews are completed for major incidents and recurring service failures. • Drive accountability across service providers and internal delivery teams. 2. Service Level Management (SLM) • Lead the Service Level Management process across Enterprise Services. • Define, review, and govern:• SLAs • OLAs • KPIs • XLAs (where applicable) • Ensure service levels accurately reflect business priorities and customer expectations. • Monitor SLA compliance through automated dashboards and reporting. • Analyse SLA trends and identify improvement opportunities. • Drive recovery plans for SLA breaches and recurring performance issues. • Partner with Service Owners to review and evolve service targets based on business demand and operational maturity. • Ensure contractual reporting obligations are consistently achieved by vendors 3. Service Quality & Assurance • Establish governance controls that improve operational quality across ITSM processes. • Conduct regular quality reviews across:• Incidents • Major Incidents • Problems • Changes • Service Requests • Identify process deviations and ensure corrective actions are implemented. • Drive quality improvement initiatives that improve:• First Time Fix (FTF) • Mean Time to Restore (MTTR) • Customer Satisfaction (CSAT) • Operational Efficiency • Ensure process consistency across internal teams and third-party suppliers. • Support audit readiness and operational compliance activities. 4. Customer Experience & Service Excellence • Champion customer-centric service management practices. • Govern CSAT performance across all operational teams. • Analyse customer feedback and identify recurring themes. • Develop action plans to improve customer experience. • Partner with Service Desk, Operations, and Service Owners to improve First Contact Resolution and First Time Fix rates. • Promote a culture of continual service excellence across delivery teams. 5. Continual Service Improvement (CSI) • Lead the Continual Service Improvement (CSI) Register. • Track improvement initiatives from identification through implementation and benefit realization. • Facilitate operational improvement workshops. • Identify automation and opti