Service Delivery Manager

Summary

Join Livestock Information Ltd as a Service Delivery Manager and play a pivotal role in ensuring the seamless delivery of livestock data services. You will be responsible for managing multi-vendor support, optimizing service performance, and driving continuous improvement initiatives. This role requires expertise in cloud computing (Azure), SIAM service models, and ITIL frameworks. You will collaborate with stakeholders, manage vendors, and ensure adherence to security and compliance standards. The position offers a fully remote and flexible work setup, along with a comprehensive benefits package including generous paid time off, life assurance, a market-leading pension scheme, and excellent professional development opportunities.

Requirements

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

Responsibilities

• Collaborate with key stakeholders to understand business support requirements and help translate them into service improvements
• Develop and maintain a support roadmap for live services, ensuring alignment with organizational goals and objectives
• Work with the Service Design and Transition towers to oversee the seamless transition of new and modified services into the live production environment, ensuring minimal disruption to existing operations
• Assist in the development and maintenance of comprehensive documentation for live services, including operational procedures, support documentation, and knowledge articles
• Ensure 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
• Implement effective systems and processes to monitor service performance, identify issues proactively and minimize downtime
• Supervise 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)
• Act as the Major Incident Manager; 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
• Work with 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
• Work with the CSI Lead to proactively identify opportunities for service improvement, driving initiatives to enhance the efficiency and effectiveness of live services
• Help to foster a culture of continuous improvement, encouraging feedback from stakeholders and implementing lessons learned
• Manage relationships with external vendors and partners involved in delivering and supporting live services
• Collaborate with internal and external stakeholders to understand their needs, address concerns, and ensure service remains aligned with business objectives
• Collaborate with the security and compliance teams to ensure live services adhere to industry regulations and organisational security standards including ISO 27001
• Help in the process to implement and monitor security controls to safeguard live services and data on the Azure platform
• Work closely with cross-functional teams to resolve major incidents; this role will require some out of hours working to manage these major incidents

Benefits

• 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