Technical Service Delivery Manager

About the Role

We have an exciting opportunity for a customer focused and dynamic Technical Service Delivery Manager to join our team.

As a leading UK life and pensions mutual insurer with a proud history dating back to 1843, we exist to help people live financially confident lives – protecting their income while they work and maximising it when they stop. Today, over one million members and customers trust us to look after their futures, families and finances.

Joining us means becoming part of a team that puts our members, customers and advisers at the heart of everything we do.
We’re committed to creating an inclusive culture where colleagues can thrive. We are proud to have built a workplace where our colleagues feel welcomed, respected, supported and valued – reflected in our recognition as one of the Financial Times UK’s Best Employers in 2025 and 2026.
We celebrate individuality and believe our differences make us stronger, so bring your true self and help shape the future of LV=.

You will play a key leadership role within the LV= Technology Services Team responsible for overseeing the delivery of a designated portfolio of IT services provided by our IT outsourced partner. You will ensure delivery of our key service management capabilities across ServiceNow, Change Management (including the CAB) and Configuration Management/CMDB, as well as acting as an escalation point for one or more additional third-party providers.

This role is offered on a permanent basis with a requirement for regular presence in our Bournemouth office.

• Provide Technical Leadership for the services, ensuring adherence to standards and policies. Responsible for key decision making and acting as a point of escalation for service issues.
• Lead related cross-functional outsource partner teams to deliver services ensuring effective collaboration and ensuring a “One Team” culture.
• Lead Strategic Planning activities for the Services, developing and maintaining service roadmaps and driving change through continuous improvement initiatives. Ensure services are aligned to the needs of customers.
• Drive Innovation with our outsource partner team by identifying emerging technologies and trends, evaluate their potential impacts on the services and lead implementation of transformative solutions to enhance service efficiency and user experience.
• Identify Risks and Issues with the Services, working with Risk and outsourced partner team to identify mitigation and remediation activity and drive through Continuous Improvement or Projects as required.
• Collaborate with PMO, manage the delivery of complex IT projects aligned with the Services where required, create business cases, agree budgets and ultimately deliver solutions aligned with the IT service delivery strategy and business goals.
• Drive services to meet the strategic goals (and KPIs) of the LV Technology department including reducing vulnerabilities, improving customer satisfaction scores, reducing business impacts of change and incidents, increasing the levels of automation.
• Act as Product Owner for our ITSM platform and manage outsource partner team to deliver best-practice ITSM processes and continual improvement. Own and drive the roadmap and backlog, including CMDB and CSDM adoption, Service Catalog quality, workflow automation and use of capabilities such as NowAssist, ensuring outcomes are measurable and aligned to LV= priorities.
• Change Management: manage offshore team to deliver the end-to-end change process, ensure robust governance, quality and compliance. Chair/drive the Change Advisory Board (CAB) cadence and decision-making, improve change success rates and reduce risk to live services.
• Configuration Management: ensure an effective, third-party-delivered process for CMDB accuracy and actionable delivery.
• Drive data quality, ownership, reconciliation and audit routines, and ensure configuration data supports incident/problem/change, service mapping and reporting.

About you

• Demonstrate a strong customer-first mindset with the ability to maintain effective customer and colleague interactions.
• Experience working with ServiceNow (or an equivalent ITSM tool), ideally including platform/product ownership, roadmap/backlog management and driving adoption of best practice.
• Strong knowledge of ITIL Change Management and practical experience operating a CAB (including agenda management, risk/impact assessment, decision-making and stakeholder communication).
• Ability to translate technical reporting and discussion into customer outcomes and accurately identify areas of risk.
• Solutions‑focused, confident and approachable, with strong problem‑solving and decision‑making skills.
• Highly organised and self‑motivated, able to prioritise and manage multiple tasks independently with minimal supervision.
• Strong communicator across verbal, written, presentation and facilitation settings; confident interacting at all levels.
• Ability to think and act both strategically and tactically, with a clear focus on operational efficiency and service improvement.
• Collaborative and inclusive team player, effective in diverse environments and skilled at resolving service‑level issues.
• Resilient and adaptable, able to work calmly and effectively under pressure.

Desirable:

• Knowledge of Financial Services, especially protection products.

Rewards and Benefits

We’re proud of our inclusive culture at LV= and, as an equal-opportunity employer, we continually work to remove unconscious bias from our recruitment process. We value our colleagues for what they bring to our team regardless of any protected status or characteristics they may have. Talk to us about flexible working as part of your application; if it’s right for you, our members and customers, and our business, then we’ll do everything we can to make it happen.

Go on, bring your true self to LV=.