Service Delivery Manager

Job Description

The salary banding for this role is £50,000 to £55,000.

Are you an expert in cloud computing with a focus on the Azure platform?

Do you have hands-on experience in a SIAM service model?

Can you showcase exceptional project management capabilities?

If so, we’d love to hear from you!

At Livestock Information Ltd, our mission is to be an outstanding service provider of livestock data, empowering government, industry, and farmers to effectively manage disease and infection control, whilst enhancing productivity and innovation in agriculture. To achieve this, we need great people, who share in our values.

As a Service Delivery Manager at LI, you will sit at the heart of a multi-vendor support model, each day will revolve around more than just successful delivery of support outcomes – it's a continuous drive to elevate support across the business from the Service Desk right through to our Dev Teams and Product Owners, ensuring superior service for our customers hitting and exceeding out support targets.

Your daily navigation involves steering our services in harmony with the highest industry standards such as ITIL V4, ISO 27001 and ISO 20000. Get ready for a day brimming with vitality, where, as the Service Delivery Manager, you inject every moment with dynamism, seamlessly meeting support needs, and relentlessly pushing for improvement!

Responsibilities

Your responsibilities will include:

Service Design and Transition:

• Collaborating with key stakeholders to understand business support requirements and help translate them into service improvements.
• Developing and maintaining a support roadmap for live services, ensuring alignment with organizational goals and objectives.
• Working with the Service Design and Transition towers oversee the seamless transition of new and modified services into the live production environment, ensuring minimal disruption to existing operations.
• Assisting in the development and maintenance of comprehensive documentation for live services, including operational procedures, support documentation, and knowledge articles.

Service Operation:

• Ensuring high availability and reliability of IT services by managing daily support operations, incident resolution, request fulfilment and problem management processes, aiming for rapid restoration of services after incidents.
• Implementing effective systems and processes to monitor service performance, identify issues proactively and minimize downtime.
• Supervising the service desk function, ensuring user issues and requests are resolved in a timely and satisfactory manner, enhancing customer satisfaction ensuring optimal performance and adherence to service level agreements (SLAs).
• Acting as the Major Incident Manager you will ensure that all vendors and support functions are fully engaged to ensure that any service outages are minimised, and root causes are identified and action plans to mitigate these are closed out.
• Workingwith the Performance Manager and Reporting Manager to Implement and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of live services and support staff.

Continuous Improvement:

• Working with the CSI Lead to proactively identify opportunities for service improvement, driving initiatives to enhance the efficiency and effectiveness of live services.
• Helping to foster a culture of continuous improvement, encouraging feedback from stakeholders and implementing lessons learned.

Vendor and Stakeholder Management:

• Managing relationships with external vendors and partners involved in delivering and supporting live services.
• Collaborating with internal and external stakeholders to understand their needs, address concerns, and ensure service remains aligned with business objectives.

Security and Compliance:

• Collaborating with the security and compliance teams to ensure live services adhere to industry regulations and organisational security standards including ISO 27001.
• Helping in the process to implement and monitor security controls to safeguard live services and data on the Azure platform.

You will work closely with cross-functional teams to resolve major incidents so this role will require some out of hours working to manage these major incidents.

Requirements

We are looking for someone with:

• Proven experience in a similar role ideally within an ISO 20000 accredited organisation.
• In-depth knowledge of cloud computing, on the Azure platform.
• Proven experience of working within a SIAM Service Model
• ITIL V3 and or ITIL V4 qualifications
• Strong project management skills with the ability to lead cross-functional teams.
• Excellent communication and interpersonal skills.
• In depth knowledge of Service Management tooling preferably ServiceNow

Benefits

As an LI employee, you will be entitled to our company benefits which include:

• A fully remote and flexible working set up
• 33 days annual leave, inclusive of Bank Holidays
• 4 x annual salary Life Assurance
• Market leading pension scheme through Legal & General
• Enhanced Family Friendly Policies
• Excellent learning, training, and career development opportunities
• 24/7 access to our Employee Assistance Programme
• A diverse and inclusive culture where everyone is respected and valued

Application and Interview Process

To apply for this role, you will need to submit a CV and answer some pre-screening questions.

The interview and assessment process for this role will involve a telephone interview with our Talent Team, followed by a first stage and a final stage interview. Interviews will be conducted either remotely via MS Teams or face to face.

If we need to make a reasonable adjustment so that you can complete your application, please contact us as soon as possible by emailing talent@livestockinformation.org.uk before the closing date to discuss your needs.

Values

We approach our work with TACT; we are Transparent, Accountable, Committed and we work as a Team.

We are transparent together, embracing honesty and building trust. We are accountable to the industry and strive for the best possible solutions for the communities we serve. We drive change with passion, commitment and enthusiasm to deliver a great service to the livestock industry. We work kindly and cohesively which allows us to support each other in our personal and strategic goals.

Diversity statement

At Livestock Information, we value diversity and believe that every individual brings different strengths. We understand that not everyone may possess every single skill outlined in this job description, but if you believe you have a solid skill set that enables you to excel in this position then we really encourage you to apply.

Further information

If you feel your application has not been treated in a fair and open manner or if you are dis-satisfied with any of your interactions during the recruitment process and you wish to make a complaint, you should contact our Talent team via email: talent@livestockinformation.org.uk

Disclaimer

 Livestock Information Ltd. cannot sponsor work visas at this time.

Livestock Information Ltd. Does not discriminate based on race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

 Livestock Information Ltd. Does not accept unsolicited CVs from any source other than directly from a candidate. Any unsolicited CV’s not originating directly from a candidate and sent to Livestock Information Ltd or any Livestock Information Ltd employees, including unsolicited CVs sent to a Livestock Information Ltd mailing address or email address, are rejected. Livestock Information Ltd will NOT pay a fee for any placement resulting from the receipt of an unsolicited CV. Livestock Information Ltd considers any candidate for whom the recruiter has submitted an unsolicited CV referred by the company free of any fees.