Service Delivery Manager

If you are a current Linnaeus Associate, you will need to apply internally. Please contact our Talent Acquisition team (details can be found via The Link) to discuss and progress your application.

We are seeking to provide cover within our service delivery team to enhance our IT service management. The successful candidate will contribute to developing and maturing service management and governance models alongside the Head of IT Service Delivery. This role involves collaboration across central support teams and business units, with a focus on availability and performance. The primary responsibilities include:

1. IT Vendor Management
2. Stakeholder Management
3. Service Improvement

This is a 6-month fixed-term contract covering parental leave. It is a hybrid role requiring travel to the Shirley, Solihull office a few times a week.

Main Purpose & Goals:

• Manage IT vendors to ensure performance through regular review meetings.
• Serve as an escalation point for vendors and stakeholders.
• Track vendor performance via reporting tools.
• Implement and manage service improvement plans with vendors.
• Coordinate the implementation of service improvements to reduce incidents.
• Lead lessons learned activities and follow-up actions.
• Manage P1 (and P2 if necessary) incidents, including communication.
• Build relationships with stakeholders across IT, support teams, and business units.
• Manage small to medium service transition projects.
• Collaborate with Service Desk team to ensure vendor and stakeholder issues are addressed.
• Handle Priority 1 incidents involving internal teams, vendors, and business units.
• Provide cover for other team roles as needed.
• Foster a unified approach across IT teams to serve customers and stakeholders.
• Identify and escalate risks related to vendors or stakeholders that could impact service, revenue, or reputation.
• Contribute to monthly reporting.
• Visit brand locations and suppliers as required.
• Create ad hoc reports upon request.
• Perform any additional activities to support team success.

Experience Required:

• Minimum of 2 years in Service Delivery Management within a medium to large organization (>100 locations).
• Experience managing vendors across multiple disciplines.
• Experience managing stakeholders across various regions and disciplines.
• Proven ability to lead service improvement initiatives at volume.
• Knowledge of ITIL/ITSM processes.
• Understanding of IT concepts and architectures.
• Experience with ITSM tools, especially ServiceNow.
• Certification in ITIL V3/4 is preferred.
• Full driving license and access to a vehicle.

About Us:

Linnaeus is a progressive partnership of veterinary practices across the UK and Ireland, committed to excellence and improving the lives of pets. As part of the Mars family, we benefit from a vast network of experts and opportunities for professional growth. We are dedicated to creating a diverse and inclusive environment and are an equal-opportunity employer.

If interested, please apply via the Apply Button or contact our Talent Acquisition team at careers@linnaeusgroup.co.uk.