We have a wonderful and exciting new permanent opportunity here at Legal & General for an IT Service Delivery Manager to join and continue to help enable and deliver IT as a service to the our business. 

This role is to ensure the business customers are receiving high quality IT services that meet or exceed customer demands whilst maintaining high levels of customer satisfaction.

The key areas for your new role will include, Business Relationship Management, Supplier Performance Management, Service Level Management and Service Catalogue Management

As the face of IT to the Group Functions business areas, you will have the responsibility to establish strong working relationships based on trust and reliability across all levels including C level management

In this exciting new opportunity, you’ll have seven key areas to cover as part of your new remit which include;

• Business Relationship Management
• Supplier Performance Management
• Service Level Management
• Service Catalogue Management
• Governance and Compliance
• Service Design & Transition
• Projects and Change

Business Relationship Management

Whilst in this role you will be expected to develop a good understanding of the target business area/s and their portfolio of services. During the initial period of joining, you will also establish engagement with key stakeholders and do your upmost to develop trusted relationships.

Supplier Performance Management

Once you understand the suppliers who support the IT services portfolio, your role will also involve the need to ensure they are providing suitable performance levels and meeting their  contractual SLAs. you'll be expected to manage and track issues with suppliers to remediation and work with Supplier Relationship Management to address contractual breaches and deviations if any.

Service Level Management

You will have ownership of service Level Management for the GFIT (Group Finance IT) Service Schedule and Service Level Agreements for all internal and external IT suppliers and expected to provide suitable periodic KPI reporting. You'll also maintain a Continual Service Improvement model to seek out ways to improve the IT service levels provided to the business.

Service Catalogue Management

You will own and maintain an IT Service Catalogue that leverages the CMDB data and provides up to date information about services to both IT and Business stakeholders whilst also ensuring data is accurate and fit for purpose.

Projects and Change

You will work with IT Product Owners and Internal/External Suppliers to understand the portfolio of projects and changes relating to the IT service portfolio. Ensure business areas are engaged in planning and understand the timelines and required involvement. Ensure any business operations impact during operational hours is understood and acknowledged before acceptance and suitable testing has been arranged. Manage communications for significant events to business.

Service Design & Transition

ensures new and amended IT services are meeting appropriate design standards and that transition requirements are met to ensure smooth on-boarding and ongoing operability and support.

Governance & Compliance 

You will ensure that all processes are fit for purpose and effective. Comply to Governance and Compliance requirements, IT Controls are effective and managed and audit participation engagement when required.

In order to be successful in this role we will be looking for the following capabilities , knowledge and characteristics;

Knowledge

• Excellent knowledge of ITIL Framework and Processes and how they interface
• Understanding of how business derives benefit from IT and can visualise the business perspective.
• Understanding of IT security, GDPR and regulatory requirements.
• Understanding of Agile Service Management principles & techniques.
• Broad understanding of the Software Development Lifecycle.
• Broad understanding of Information Technologies and Cloud Services.

Experience

• Held a Service Delivery Management role in banking, financial or other regulated environment.
• Experience in managing and improving IT supplier performance and managing to SLAs.
• Track record in effective Business engagement and oversight of IT portfolio of services.
• Understands the service design and transition process and has defined and collated Service Delivery Management requirements.
• Exposure to Supplier Relationship Management and management of contractual commitments.
• Experience of developing and embedding best practice processes and IT controls.
• Experience of managing key Customer relationships.
• Experience in planning and responding to audits. 
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When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including private medical insurance, 27 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. You can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings.