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Service Delivery Manager (IT Infrastructure and Operations)

Posted 5 September by Legal & General Ended

Creating communities to live, grow and flourish.

We believe that the pride and commitment of our staff are the key to our success. By ensuring exceptional levels of care and quality throughout, we aim to become the foremost provider of first class homes and customer service.

Our aim is to establish our reputation as the leading provider of top quality homes and first class customer service in the UK housing sector and to compete for market share with the established residential developers. We want to challenge and change public perception of new homes being inferior to older properties, by delivering a product which surpasses buildings of the past in terms of quality, efficiency and comfort. We are also committed to following a purchasing process that removes the stress and anxiety associated with moving home and one where customer satisfaction is embedded into all aspects of our business, supported by guarantees from a leading UK brand synonymous with honesty and trust. Our vision is, that by creating first class Communities, we will become the residential developer of choice in the UK.


Manage the IT operational service and customer relationships for all production services for Legal & General Homes and Modular Homes. Ensure the Managed Service Provider(s) and Service Integrator (where necessary) deliver quality services that fully support the business aims and strategy through effective account management with all management levels in the business, Information Services and the Managed Service Providers.

Ensure service targets and metrics are monitored/reviewed and updated as appropriate to meet the business need. Monitor the appropriateness and achievement of Service Improvement plans and other continual improvement activities by the Managed Service Providers. Act as internal owner for one or more services ensuring effective and active management of the L & G Homes and Modular cost base.


Manage and develop relationships with the business at all levels, in particular director and senior management, Internal Stakeholders, Service Integrator and Managed Service Providers(MSP) to encourage an open and trusting relationship where information is freely exchanged. Act as the end-to-end service owner on behalf of the relevant customers. Ensure customer requirements of the IT Service are understood and properly documented.

Act as end-to-end internal service owner, demonstrating a strong understanding of current technology and service delivery for these towers and a good appreciation of industry trends for these services. Represent Legal & General in non-commercial decisions with Service Integrators, Managed Service Providers and Suppliers relating to these services. Ensure communications are in place to influence decision making and ensure that the Business and our MSPs are maximising the potential of their IT services.

Create, manage and maintain a Service Improvement Plan, that ensures systems & services are aligned with the drivers and objectives of the Businesses, meeting the targets specified with the SLA’s. Facilitate continuous service improvement (CSI) by regularly engaging with management levels in the business and IT to discuss short and long term service requirements.

Ensure that all SLAs and KPIs are maintained and achieved. Ensure that the required SLAs and KPIs are in place with our key suppliers and that they accurately reflect the service provided. Review and scrutinise monthly service in place reports. Negotiate and agree service standards with the supplier, manage the Service Level Agreements put and regularly review performance with the supplier and the business. Gather customer perception to corroborate MI.

Provide MI to inform the Boards and appropriate committees on the performance of the IT services. Always ensure the MI can be clearly understood and provide excellent analysis and commentary where appropriate.

Escalation of day to day IT Service issues and monitoring and escalation of trends to proactively manage remediations which will ensure service levels are maintained at appropriate levels. .

Oversight and approval of new service requests e.g. new desktops. Taking into account budget and policy constraints. Where necessary updating/recommending policies which will ensure the business can operate more efficiently.

Work with the Business Managers to ensure that the Operational Readiness is fully understood for all changes and the required support model is clearly defined and in place. Ensure that the scheduling and communication of future changes is actively managed and communicated by the Service Integrator to all key parties on a regular basis and all associated activities associated with Change. Set-up and manage change approval board (CAB) to manage and assess the risks created by the change.

Provide a focal point for the MSP and Legal & General in the event of serious system failure, service disruption/escalation or complaint, ensuring the Service Integrator is actively managing service recovery and that communication is effective and timely. Represent Legal & General in any decision making and prioritisation and escalate to the IT Director when appropriate. Ensure all system incidents are resolved and that ITIL processes for Incident and Problem management are followed to ensure root cause analysis is carried out.

Define, develop and deliver processes and systems to ensure is aligned to L&G’s IT policies and a consistent and good level of service that means customers’ expectations are met.

Reference: 33225086

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