Full-Time Service Delivery Manager
Livestock Information is hiring a remote Full-Time Service Delivery Manager. The career level for this job opening is Manager and is accepting UK based applicants remotely. Read complete job description before applying.
Livestock Information
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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
- 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. Working 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.
- 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
- 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
- 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