Service Delivery Manager, Network Operations

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose – to advance the health of animals, people, the planet and our enterprise.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

We are looking for a passionate Service Delivery Manager to help us deliver and manage modern Network infrastructure across the globe ?.

As part of the TechOps Operations team, you’ll be dedicated to our Network infrastructure domain. This is a critical aspect of our infrastructure where you’ll deliver projects and services to users and sites worldwide.

The role of Global IT Operations is vital to Elanco’s success. If our infrastructure goes down, it has a huge impact on everyone. But when IT runs smoothly, it empowers us to work quickly and build amazing things for Elanco and our customers.

We’ve been running a stable operations environment since Elanco’s separation from Eli Lilly & Company, navigating plenty of changes along the way. To boost our structure and reach our ambitious goals, we’re growing the team. We’re aiming to increase speed and reduce manual effort through automation. We plan to use data to operate more intelligently and enable our users to self-serve using Generative AI.

The Team

The TechOps team was created following the IPO of Elanco, separating from Elanco’s previous parent company Eli Lilly & Company. TechOps is responsible for all IT Infrastructure across the enterprise and looking to take the opportunity to think differently, build for the future and use modern technologies. Our Vision is to enable employees to build amazing things for Elanco.

Your Responsibilities:

• Delivery and Planning

  • Owning the delivery of network infrastructure projects and improvements from start to finish.

  • Planning projects with team members

  • Hosting day to day meetings across the team (e.g. planning meetings, stand-ups, backlog reviews, status updates, retrospectives)

  • Managing the creation, review and approval of project documentation (e.g. charters, user stories, designs, plans, communications, release notes, testing).

  • Owning and administering all work within our project management software (currently Monday.com and ServiceNow) and sharing best practice on how we can continue to improve and use the software to help us deliver work.

  • Managing the risks, assumptions, issues and dependencies across the team

  • Taking ownership of issues and working with the right people to resolve them

  • Facilitating commercial activities (e.g. creating SoWs, change requests)

• Stakeholder & Communications Management

  • Communicating to different audiences (e.g. immediate team, senior leaders, end users)

  • Proactively collaborating with IT and Business stakeholders to plan activities, changes, deployments etc.

  • Representing the status of projects in various forums inside and outside of the TechOps team

  • Managing requests or escalations related to your projects

  • Creating views of work for different people (e.g. roadmaps, timelines, gantt views, dashboards)

• Service Delivery Management

  • Governing external partners to ensure they are delivering the service we expect

  • Reporting on the performance of external partners (e.g. KPIs, SLAs)

  • Managing escalations with external partners, working closely with the Vendor Management Office (VMO)

  • Ensuring we are adhering to IT Service Management processes

• Team Management

  • Managing the resourcing and capacity across the team

  • Sharing best practice for Agile ways of working

  • Ensuring security, privacy and quality practices are embedded in everything we do

  • Improving the way we do things and looking for opportunities to simplify

What You Need to Succeed (minimum qualifications):

• Experience working in project management or scrum master roles

• Experience leading and delivering Network infrastructure projects and associated technical understand of related technologies

• Experience in ITIL, Waterfall and Agile ways of working

• Experience working with service management technologies (e.g., ServiceNow)

• Strong digital skills with experience using modern project management tools (e.g. Monday.com, Asana, Basecamp, Airtable, Clickup, Jira, Linear)

• Demonstrable knowledge of at least one of the following networking technologies / solutions:

  – Cisco / Meraki

  – Palo Alto

  -NAC Solutions

• Good appreciation and understanding of network reference architecture and being comfortable with design documentation

• Strong communication skills with examples of being able to explain things in a simple and concise way

• Strong influence skills across all levels of IT and third parties

• Strong facilitation, analytical and problem-solving skills

• Strong organisation skills with examples of organising complex projects or programs

• Excellent attention to detail

• Able to create an environment that is transparent, collaborative and respectful

Additional Information:

• Location: Hook, UK – Hybrid Work Environment

Don’t meet every single requirement?Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don\’t necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status

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