Lead Service Delivery Manager

Legal & General is a leading UK financial services group and major global investor. We’ve been safeguarding people’s financial futures since 1836, aiming to build a better society for the long term by investing our customers’ money in things that make life better for everyone and create value for our shareholders.

Our Group Functions provide the services that all areas of the business need. This requires a talented and diverse team behind the scenes, who enable everyone at L&G to do what they do best. 

Joining us means helping to improve the lives of our customers and contributing to the success of the business every day.

We have an exciting new opportunity for a Lead Service Delivery Manager to join us in either Hove, Cardiff or London!

You’ll manage a team of established Service Delivery Managers who deliver best practice services in a fast paced, complex, and exciting environment. In addition to this you’ll also supervise on evolving technologies, trends and business demand management to effectively support the business.

If you’ve got a passion for driving a culture of effective service delivery and continuous service improvement then this could be the ideal next move for you!

What you'll be doing:

• Managing a team of 3 Service Delivery Managers who support the service delivery capabilities for the business
• Developing and evolving the Service Portfolio and Service Catalogue in line with ongoing and future business needs.  Ensuring service life cycle best practice principles are embedded across the IT Service Operations function, including – Service Design and Service Transition
• Engaging with business and IT stakeholders across the organisation and with external suppliers to maintain service quality
• Defining maintaining and improving Service Reporting; Service Packs, SLAs and KPIs
• Maintaining and improving Service Review meetings. Managing customer and stakeholder expectations on business / IT partnership initiatives. Working with key IT capability owners to deliver to expectations
• Maintaining Customer Satisfaction Levels through effective surveys and service performance measurement
• Ensuring service resiliency and recovery aligns to business expectations. Raising and managing risks where appropriate
• Ensuring that all Governance and Compliance requirements are adhered to, and all report and review activities required by audit and the regulatory authorities are carried out to the standards required

Who we're looking for:

• Service Delivery management experience, and if you have a background of working in a regulated environment that would be a huge plus!
• Experience or working in an ITIL based service management environment and developing and embedding best practice processes and IT controls
• Service design and transition processes and requirements
• Good understanding of security; and technical architecture principles
• Exposure to any cloud technologies would also be great!

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.