Technical Service Delivery ManagerAbout the RoleAs 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=. We're looking for someone to join our team as a Technical Service Delivery Manager. The successful candidate will join LV= in 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 Hexaware. This includes managing Hexaware to deliver 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. Key Responsibilities Providing Technical Leadership for the services, ensuring adherence to standards and policies. Responsible for making key decisions and acting as a point of escalation for service issues. Leading related cross-functional Hex teams to deliver services ensuring effective collaboration and ensuring a “One Team” culture. Leading Strategic Planning activities for the Services, developing and maintaining service roadmaps and driving change through continuous improvement initiatives. Ensuring services are aligned to the needs of customers. Driving Innovation with Hexaware by identifying emerging technologies and trends, evaluating their potential impacts on the services and leading implementation of transformative solutions to enhance service efficiency and user experience. Identifying Risks and Issues with the Services, working with Risk and Hexaware teams to identify mitigation and remediation activity and drive through Continuous Improvement or Projects as required. Working alongside PMO, manage the delivery of complex IT projects aligned with the Services where required, writing business cases, agreeing budgets and ultimately delivering solutions aligned with the IT service delivery strategy and business goals. At all times, driving 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. ServiceNow: act as Product Owner for the platform and manage Hexaware 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 Hexaware to deliver the end-to-end change process, ensuring robust governance, quality and compliance. Chair/drive the Change Advisory Board (CAB) cadence and decision-making, improving change success rates and reducing risk to live services. Configuration Management: ensure an effective, third-party-delivered process for keeping the CMDB accurate and actionable. Drive data quality, ownership, reconciliation and audit routines, and ensure configuration data supports incident/problem/change, service mapping and reporting. About you Providing superb customer service, remembering the customer is at the centre of your actions and ability to form effective relationships. Knowledge of Financial Services, especially protection products. 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). Solutions driven, confident and friendly approach. Organized and able to prioritize tasks at hand, a Problem Solver with proven troubleshooting skills; a confident communicator at all levels. Ability to translate technical reporting and discussion into customer outcomes and accurately identify areas of risk. An enthusiastic, driven, committed and flexible approach to work. Strong communication skills: verbal, written, presentation and facilitation Ability to think and act both strategically and tactically. Focus on operational efficiency. Self-motivated and self-driven without need of detailed supervision. Ability to prioritize and perform multiple tasks. Ability to bring together and work with a team of people with varied backgrounds and in a diverse multicultural environment to articulate and remedy service level issues. Ability to take quick and informed decisions. Ability to work under pressure and handle stressful situations in a calm manner. Rewards and benefitsThis role is a Band B in the LV= salary structure.Please note all salary sacrifice benefits are subject to National Minimum Wage requirements i.e. you are unable to select any benefits that would reduce your base pay below the minimum wage threshold.At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers. We’ll reward your hard work with an attractive, competitive salary and benefits package, which includes: 26 days' holiday – increasing after two years of service to 28 days The opportunity to buy or sell up to five days of holiday An annual bonus scheme based on company and personal performance Flexible benefits, including a cycle to work scheme, personal accident insurance, critical illness cover, private medical insurance, and dental insurance Competitive pension scheme - LV= Life and Pensions will double-match the amount you pay, up to 14% (subject to National Minimum Wage requirements) Group Life Assurance of four times your basic pay to your dependents (you’ll have the option to increase this to 8 x cover) Group Income Protection, if you enrol into the pension scheme and reach 5 years of service Employee Assistance Programme (EAP) service for support when you need it Virtual GP service Shared parental leave Up to 20% discount on our life products for you and your immediate family.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.If you are offered this role as an internal secondment, please note your base band benefits will not change during the secondment.Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.Go on, bring your true self to LV=.