4,000 professionals, 0 days wasted, 1 incredible purpose. Together we will beat cancer.

£40,000 - £50,000

Reports to: Head of Service Management

Department: Chief Operating Office

Contract: Permanent

Hours: Full time 35 hours per week

We're open to a variety of ways of working, including full time, part time, job share, and compressed hours.

Location: Stratford, London Office-based with high flexibility (1-2 days per week in the office)

Closing date: 07 December 2022 23:55 This vacancy may close earlier if a high volume of applications are received or once a suitable candidate is found

Recruitment process: Two competency-based interviews (1st technical skills, 2nd soft skills)

Interview date: From week commencing 12 December 2022

Application method: We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. CVs are required for all applications; we won't be able to view CVs until the interview stage so they will not be reviewed in the shortlisting process. To be considered fairly for this role, you must fill out the employment history application questions.

At Cancer Research UK, we exist to beat cancer.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That's why we're looking for someone talented, someone who wants to develop their skills, someone like you.

What will I be doing?

• Leading the development and change management of service delivery processes, systems, and teams in line with ITIL Version 3 & Version 4 best practices in an Agile environment.
• Ensuring services operated align with CRUK's product portfolios, new operational model, and stakeholder needs.
• Acting as the service management subject matter expert within the portfolio whilst being the interface between your portfolio and the Service Management capability where the best ways of working are defined.
• Taking a transition and outcome-focused approach, consistently delivering effective solutions and outcomes to service consumers whilst ensuring junior members of the team adapt their processes to these changes.
• Ensuring effective adherence to agreed Service Level Agreements (SLAs)/Operating Level Agreements (OLA)s.
• Delivering SLAs/ OLAs through incident management, root cause analysis of any problems, and implementation of changes to the current environment.
• Defining, developing, and managing incident, change, and problem management processes that promote a culture of trust and transparency.
• Driving and facilitating the Portfolio and Service Delivery teams to deliver to a high standard through the establishment of strong internal stakeholder relationships.
• Using ITIL Version 4 methodologies and partnering with Scrum Masters, Agile Transformation Coaches, and product teams to identify, understand, and visualise product portfolio value streams and implement continual service desk improvements.
• Communicating effectively across organisational, technical, and internal boundaries with an understanding of the context to ensure clear service delivery outcomes.

What skills are you looking for?

• Must be an experienced Service Delivery Manager with minimum ITIL Version 3 qualification (ITIL Version 4 also desirable).
• History of developing and implementing service delivery processes, change management, and best practices.
• Extensive background and understanding of Service Management Delivery processes, developments, and techniques.
• Understands the major components supporting a complex Technology estate with a variety of delivery models and Agile methodologies.
• Experience in end-to-end delivery including incident and problem management.
• Good working knowledge of DevOps practices, IT practices and standards, Service Level management, Continual Service Improvement, and Supplier Management.
• More solutions and change focussed, rather than process/ IT Service Desk focussed.

What will I gain?

Each and every one of our employees contributes to our progress and is supporting our work to beat cancer. We think that's impressive.

In return, we make sure you are supported by a generous benefits package, a wide range of career and personal development opportunities and high-quality tools, policies and processes to enable you to do your job well.

Our benefits package includes a substantial retirement plan, a generous and flexible leave allowance, discounts on anything from travel to technology, gym membership, and much more.

We review pay annually and aim to recognise individual performance and achievements.

We don't forget people have lives outside of work too and so we actively encourage a flexible working culture.

Our work - from funding cutting-edge research to developing public policy - will change the world. It's exciting to be part of our team.

For the full job description and more information about working with us view our candidate pack.

Additional Information

Cancer Research UK's Technology team is proud to be part of the Tech Talent Charter (TTC) for our efforts in driving equality, diversity, and inclusion in the workplace. Our vision is a digital world accessible to all, and we have always sought to draw from a diverse pool of talent and maintain an inclusive working environment.

For more information on this career opportunity please visit our website or contact us at .

For more updates on our work and careers, follow us on: Linked In, Facebook, Instagram, Twitter and YouTube.