Service Manager

Job description

The salary for this role is £45,000 – £50,000.

Do you possess extensive expertise in cloud computing, especially with the Azure platform?

Are you well-versed in ITIL and ITSM processes?

Excited about the prospect of discovering how AI and Automation can enhance service improvement?

If so, we’d love to hear from you!

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 Manager at LI Ltd, you will be sitting at the heart of a multi-vendor support model where each day revolves 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 out 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 Manager, you inject every moment with dynamism, seamlessly meeting support needs, and relentlessly pushing for improvement!

Responsibilities

Your responsibilities will include

• Tracking KPIs like incident resolution time, service availability, and customer satisfaction, use historical and predictive analytics to enhance IT service management.
• Ensuring reports align with business goals and IT service improvement strategies.
• Using real-time dashboards within the Service Management tool (ServiceNow) to provide instant visibility into service performance and operational health.
• Coaching and mentoring of direct reports to ensure that personal development, service standards and are being consistently applied.
• Directing, motivating, delegating, and empowering staff in the successful performance of their tasks and responsibilities while encouraging innovation forward thinking whilst maintaining a focus on continuous improvement.
• Actively identifying problems and look to address these with the respective teams.
• Carrying out and support activities across all ITIL aligned functions inclusive of service design and transition creating resilience across the Service Management function.
• Taking accountability for service performance/KPI’s and metrics across the service management function.
• Liaising with all internal support teams, internal senior management in the day-to-day management of Incidents and Service Requests and where appropriate instigate the process for Major Incidents.
• Taking ownership of major incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews and creation of major incident reports.
• Collaborating with the Service Delivery Manager to own and periodically review all processes/reporting in place across ITIL aligned Service Management functions.

You will work closely with cross- functional teams to resolve major incidents so this role will require some out of hours working to manage these major incidents.

We are looking for someone with the following

• An in depth understanding of ITIL and ITSM processes such as incident, request, problem and change.
• An understanding of how automation and AI can drive service improvement.
• Experience in release management
• Proven experience in a similar role ideally within an ISO 20000/ ISO 270001 accredited organisation.
• In-depth knowledge of cloud computing, on the Azure platform.
• Proven experience of working within a SIAM Service Model
• Strong project management skills with the ability to lead cross-functional teams.
• Excellent communication and interpersonal skills.
• In depth knowledge of Service Management tooling preferably ServiceNow

As an LI employee, you will be entitled to our company benefits which include

• A fully remote and flexible working set up
• 33 days annual leave, inclusive of Bank Holidays
• 4 x annual salary Life Assurance
• Market leading pension scheme through Legal & General
• Enhanced Family Friendly Policies
• Excellent learning, training, and career development opportunities
• 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. Interviews will be conducted either remotely via MS Teams or face to face.

If we need to make a reasonable adjustment so that you can complete your application, please contact us as soon as possible by emailing [email protected] before the closing date to discuss your needs.

The closing date for this role is 4pm on Tuesday 27th May. Applications received after the closing date will not be considered. Please note that we may close the advert early if we receive a high volume of applications

Values

We approach our work with TACT; we are T ransparent, A ccountable, C ommitted and we work as a T eam.

We are transparent together, embracing honesty and building trust. We are accountable to the industry and strive for the best possible solutions for the communities we serve. We drive change with passion, commitment and enthusiasm to deliver a great service to the livestock industry. We work kindly and cohesively which allows us to support each other in our personal and strategic goals.

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.

Further information

If you feel your application has not been treated in a fair and open manner or if you are dis-satisfied with any of your interactions during the recruitment process and you wish to make a complaint, you should contact our Talent team via email: [email protected]

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.