Service Delivery Manager

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VN-5839

Permanent

London or Hove

£50,000 - £57,000

21 July 2017

We are currently recruiting for a Service Delivery Manager to be based in our London office.

Change Management

Develop, manage and maintain the Business Forward Schedule of Change on behalf of the business

Knowledge Management

Establish and maintain Knowledge Management interfaces.

 

 Problem Management

End to end evaluation, coordination, analysis and improvement  of problem management

Ensure Root Cause Analysis (RCA) has been completed and is effective in ensuring no further incidents are raised against the same problem

Coordinate Problem Management activities which span multiple Service Providers

Where applicable, ensure Service Improvement Plans are in place and effective.

Incident Management

Support incident escalation, support, and coordination of incident management activities, including monitoring affected services. Provide out of hours support for Business impacting Critical Incidents

Service Portfolio Management

Maintain the Service Portfolio of existing services available to the Business to ensure that they continue to be delivered to meet the Service availability requirements of the Business.

 

Demand Management

Provide Patterns of Business Activity (PBA) to the Service Provider(s) along with any related assumptions containing forecast business Co-ordinate capacity planning activities that span multiple Service Providers

Service Design Package

Define & document Service Management elements to support services

 

IT Service Continuity Management

Work with the LGR Business entities to ensure Business Impact Assessments (BIAs) are accurate as these are used to create and validate the Service Providers technical recovery plan.

 

Risk & Audit

To ensure all IT Service risks are identified, logged to the appropriate LGR IT Risk log and managed effectively. Support LGR IT Audits, as appropriate, and ensure all items assigned are actioned and remediated by the closure date expressed in audit reports

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Knowledge:

In-depth knowledge and experience of managing IT Service Providers – ideally 5 years+

In-depth knowledge of industry best practice in process, controls, tools, standards and methods in IT Service Management

Expertise in IT Operations Management and IT Service Delivery based on industry leading frameworks such as ITIL and COBIT

In depth knowledge of industry with regard to IT, Cloud and Data Centre infrastructure and services

Analytical and objective – able to take ownership and manage multiple suppliers to ensure effective resolution of Incidents and Problems

An influencer and facilitator – able to build strong interpersonal relationships, and inform, guide and motivate Service Providers to deliver fully optimised Services in line with Business demand.

Strong communication skills – able to explain technology issues that are often complex and obscure to non-specialists.

A self-motivated leader - demonstrating a passion for and thought-leadership in this domain

Confident and trustworthy - keen to earn the respect and trust of, and inspire, others

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday (plus one day after two years), private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

The closing date for applications has now officially passed, but in line with our policy all roles on the redeployment portal do remain open for applications from redeployees only until the point an offer has been made. Please note that the selection process is underway and the role will be withdrawn once an offer has been made.

For further information, please contact Lucy Sweett, Resourcing Lead on lucy.sweett@landg.com

About L&G

Working here is about being there for our customers; we’re available should the worst happen and we work together to enable social and financial equality across the UK. But it’s also about you –how you develop and what you can achieve. We’ll help your talent thrive in an environment where you’ll be supported to work flexibly and autonomously, sharing in our success and rewarded for a great performance with a generous benefits package.

About the business area

With around one million customers, our retail business helps turn customers’ pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.

About L&G

Working here is about being there for our customers; we’re available should the worst happen and we work together to enable social and financial equality across the UK. But it’s also about you –how you develop and what you can achieve. We’ll help your talent thrive in an environment where you’ll be supported to work flexibly and autonomously, sharing in our success and rewarded for a great performance with a generous benefits package.

About the business area

With around one million customers, our retail business helps turn customers’ pension savings into lifelong retirement income and our corporate business looks after our defined benefit pension schemes ensuring they are effectively managed to protect against risk and achieve their maximum potential.