Service Delivery Manager, Observability

Elanco; Hart; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading animal health company in the UK is looking for a Service Delivery Manager for Observability. This role involves driving improvements in monitoring platforms, collaborating with various stakeholders, and managing project documentation. The ideal candidate will have a Bachelor's degree and at least 5 years of experience in project management or IT operations. The company fosters a diverse environment and offers a hybrid work arrangement.

Qualifications

• Minimum 5 years in project management, service delivery, or IT operations.
• Experience with monitoring, observability, or similar operational services.
• Ability to influence across all levels of IT and with third parties.

Responsibilities

• Drive continuous improvement in monitoring platforms.
• Collaborate with stakeholders to translate business needs into actionable requirements.
• Manage risks, assumptions, issues, and dependencies across the team.

Skills

Communication Skills

Project Management

Analytical Skills

Problem-Solving Skills

Organizational Skills

Education

Bachelor’s Degree or equivalent

Tools

SolarWinds

Azure Monitor

ServiceNow

Monday.com

Jira

Job description

At Elanco (NYSE : ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets.

At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment.

We believe that diversity is the driving force behind innovation, creativity, and overall business success.

Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

As the Service Delivery Manager for Observability, you will be a key member of the Global IT Operations team.

You will be responsible for leading the continuous improvement of our monitoring platforms and ensuring their alignment with our overall strategy.

You will lead initiatives that position these tools not just as operational aids, but as strategic enablers for automation, visibility, compliance, providing transparency, traceability, and assurance across all service lines.

In this role, you will partner with platform owners and technical teams to mature Elanco’s monitoring capabilities, ensuring they are efficient, scalable, and audit-ready.

Your Responsibilities

Delivery and Planning

• Drive continuous improvement by leading the planning and project management of initiatives - primarily focused on monitoring and observability, while also supporting other operational projects as needed
• Collaborate with TechOps service domains, application teams, and other business stakeholders to understand and translate business needs into actionable requirements for monitoring, logging, and Digital Employee Experience toolsets.
• Host day-to-day meetings across the team (planning meetings, stand-ups, backlog reviews, status updates, retrospectives).
• Manage the creation, review, and approval of project documentation (charters, user stories, designs, plans, communications, release notes, testing).
• Administer all work within project management tools (currently Monday.com and ServiceNow) and share best practices to improve delivery.
• Manage risks, assumptions, issues, and dependencies across the team.
• Take ownership of issues and work with the right people to resolve them.
• Facilitate commercial activities (e.g., creating SoWs, change requests).

Stakeholder & Communications Management

• Communicate effectively to different audiences (immediate team, senior leaders, end users).
• Collaborate with IT and Business stakeholders to plan activities, changes, and deployments.
• Represent project status in forums inside and outside of TechOps.
• Manage requests or escalations related to your projects.
• Create dashboards, timelines, gantt views, and roadmaps for different stakeholders.

Service Delivery Management

• Govern external partners to ensure they deliver expected services.
• Report on partner performance (KPIs, SLAs).
• Manage escalations with external partners, working with the Vendor Management Office (VMO).
• Ensure adherence to IT Service Management processes.

Team Management

• Manage team resourcing and capacity.
• Share best practices for Agile ways of working.
• Ensure security, privacy, and quality practices are embedded in everything we do.
• Continuously improve ways of working and look for opportunities to simplify.

What You Need to Succeed (minimum qualifications)

• Education : Bachelor’s Degree or equivalent level of experience.
• Minimum 5 years in project management, service delivery, or IT operations with focus on monitoring, observability, or similar operational services.
• Experience leading operational improvement projects using project management or scrum master methodologies.
• Strong communication, facilitation, analytical, and problem-solving skills.
• Strong organization skills with proven ability to manage complex projects.
• Ability to influence across all levels of IT and with third parties.

What Will Give You a Competitive Edge (preferred qualifications)

• Hands‑on experience with monitoring and observability tools (e.g., SolarWinds, ThousandEyes, Nexthink, Cribl, Azure Monitor, Grafana).
• Knowledge of metrics, logs, and tracing frameworks.
• Experience implementing proactive alerting and automated remediation.
• Experience in ITIL, Agile, and Waterfall methodologies
• Strong digital skills with experience using modern project management tools (e.g., ServiceNow, Monday.com, Jira).
• Hands‑on experience with the integration of monitoring tools into ServiceNow ITOM for event management and service mapping.
• A strong appreciation for reference architecture and the ability to contribute to design discussions.

Additional Information

• Travel : 0-10%
• Location : Hook, UK –Hybrid Work Environment

Don’t meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification.

At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!

Elanco is an EEO / Affimative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status