Flexa
Livestock Information • United Kingdom

Service Support Manager

Employment type:  Full time
Salary:  £50,000 – £60,000 per annum

Fully-remote

Apply now

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 Support 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 our 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 Support Manager, you inject every moment with dynamism, seamlessly meeting support needs, and relentlessly pushing for improvement!

Responsibilities

Service Design and Transition:

· 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.

· 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.

· Assist in the development and maintenance of comprehensive documentation for live services, including operational procedures, support documentation, and knowledge articles.

Service Operation:

· 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).

· 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.

· 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.

Continuous Improvement:

· 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.

Vendor and Stakeholder Management:

· 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.

Security and Compliance:

· 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.

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.

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.

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 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.

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.

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. 

Company benefits

Flexible working week
L&D budget
Open to part-time employees
Open to part time work for some roles
Mental health platform access
Compassionate leave
Accrued annual leave
Enhanced maternity leave
Adoption leave
Shared parental leave
Carer’s leave
Matched pension contribution
Life assurance
Location
100%
Employees are very happy with their working location freedom
Hours
93%
Employees are very happy with the flexibility in the hours they work
Benefits
77%
Employees are largely happy with the benefits their company offers
Work-life balance
88%
Employees feel that they can find the perfect balance of life and work
Role modelling
86%
Employees feel that flexible working is part of the culture
Autonomy
93%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
81%
Employees feel that the diversity, and the efforts to improve and maintain it, are great
Inclusion
86%
Employees feel like the company culture is brilliantly inclusive and equitable
Culture
88%
Employees feel like it is a really great environment to work in
Mission
90%
Employees feel very excited about and aligned with the company mission
Salary
81%
Employees are very happy with their salaries and feel that it is well above the market average

Working at Livestock Information

Company employees

30

Hiring Countries

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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