Service Delivery Manager

Job Description

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 lead our IT Service Management (ITSM) practices, ensuring alignment with ITIL V4, ISO 20000, and ISO 27001 standards. This pivotal role encompasses oversight of our Service Design, Service Transition, Continual Service Improvement (CSI), Live Support, and third-party vendor management.

You will act as a strategic leader, ensuring that IT services are designed, transitioned, managed, improved, and secured in alignment with business objectives, industry best practices, and security standards, ensuring that all parties internal and external are delivering to their SLA and KPI agreements.

Responsibilities

Strategic Leadership
• Develop and implement a comprehensive ITSM strategy that aligns with ITIL V4, ISO 20000, and ISO 27001 standards, supporting the organization's strategic goals.

Service Design & Transition
• Oversee the design and transition leads in the delivery of new and changed IT services, ensuring they meet both business needs and security requirements.

Continual Service Improvement (CSI)
• Support the CSI Manager in processes to identify and implement improvements across IT services, focusing on efficiency, effectiveness, customer satisfaction, and security enhancements.

Live Support Oversight
• Manage the Service Support Manager in the delivery of high-quality live support services, ensuring adherence to SLAs while maintaining compliance with security standards.

Third-Party Vendor Management
• Oversee relationships with IT service suppliers, ensuring their services meet our quality and security standards in line with all contractual requirements.

Compliance & Standards
• Ensure ongoing compliance with ITIL V4, ISO 20000, and ISO 27001 standards, conducting and supporting regular audits and assessments to drive continuous improvement.

Stakeholder Management
• Collaborate with business leaders, IT teams, external partners, and suppliers to align IT services with business and security expectations.

Team Leadership
• Lead, mentor, and develop the Service Management team, promoting a culture of excellence, innovation, and security awareness.

Requirements

• We are looking for someone with:
• Proven experience managing Service Management delivery within an Azure environment.
• Certification at the level of ITIL V3 Expert, V4 Managing Professional or ISO 20000 Practitioner
• Demonstrated experience in managing third-party vendors and ensuring their compliance with IT and security standards.
• Demonstrated experience at managing a team across the ITIL lifecycle
• Excellent communication and collaboration skills.
• Ability to work in a fast-paced, dynamic environment.

Benefits

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

• Fully remote working set up

• 33 days annual leave, inclusive of Bank Holidays
• 4 x annual salary Life Assurance
• Market leading pension through Legal & General
• Enhanced Maternity leave – up to 26 weeks
• Excellent learning, training and, career development opportunities and funding
• 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.

If you are shortlisted, 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. All interviews will be conducted fully remotely via MS Teams.

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