IT Service Delivery Specialist in Norwich

We are seeking an IT Operations and Service Lead to join our Hosting Platform team. This role is ideal for a proactive and highly motivated individual with a passion for service excellence, operational efficiency, and continuous improvement. You'll be someone who is willing to go the extra mile to enhance the experience of our end users while identifying opportunities to improve performance, automation, and service delivery.

In this role, you will provide oversight and governance of two teams initially, supplied to Aviva through one of our Global Sourcing Partners. This will transition to a single team structure in 2027. Some of the applications supported operate on a 24/7 basis, and participation in an on-call rota may be required. Standby and call-out allowances are provided.

The team sits within the Hosting Platform function of Group Enterprise Technology. As the IT Operations and Service Lead, you will work closely with colleagues across the Hosting Platform Leadership team to deliver and continually improve services that meet or exceed customer expectations. You will be responsible for leading and managing approximately 35 colleagues from our Global Sourcing Partner across two infrastructure support teams operating within our cloud platforms. You will also work closely with your leadership peer and provide deputy support when required.

The services delivered by these teams support business-critical applications across multiple areas of the organisation. Operating within Aviva's IT control framework, these services must remain secure, resilient, cost-effective, well-governed, and hosted on supported technologies. A strong focus on operational excellence, continuous service improvement, compliance, and cost optimisation is therefore essential. As we continue to evolve our operating model, there is a significant focus on increasing automation, driving self-service capabilities, and enabling a greater shift-left approach. This includes the adoption of AI-powered solutions and enhanced ServiceNow capabilities. Experience in these areas would be advantageous.

Skills and experience we’re looking for:

• Customer-focused technology leader with the ability to operate strategically while remaining hands-on when needed.
• Proven track record of leading technical teams and delivering high service performance within IT governance, prioritisation, and budget constraints.
• Experience or certification in AWS/Azure, with a strong commitment to developing cloud and ServiceNow capabilities, including workflows, forms, and integrations.
• Excellent stakeholder management, communication, and organisational skills, with the ability to influence at all levels and manage multiple complex priorities.
• Broad technical exposure across automation, infrastructure, ITSM, and AI technologies, with experience collaborating effectively with onshore and offshore partners to drive operational excellence.

What you’ll get for this role:

• Salary circa £65,000 for National based (depending on location, skills, experience, and qualifications)
• Bonus opportunity 10% of annual salary - Actual amount depends on your performance and Aviva’s
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools
• We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply.
• We also consider all forms of flexible working, including part time and job shares.
• We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.
• We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.