Technology Service Delivery Manager

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Technology Service Delivery Manager

Location: London, UK

ReportingTo: IT Director

Contract Term: Full time, permanent

ABOUT LIV GOLF

The LIV Golf League is the world's only global golf league featuring 13 teams, a 14-tournament schedule, and many of the world's best golfers. Launched in 2022, the League was designed to expand the sport on a global level and create new value within the golfing ecosystem while enhancing the game's societal impact. A landmark investment by LIV Golf also launched The International Series, a set of 10 enhanced events sanctioned by the Asian Tour, with elevated prize funds in world-class destinations, offering a pathway for leading professional and amateur golfers from around the world into the LIV Golf League. Hall of Fame golfer and renowned businessman, Greg Norman, is the League's first and founding CEO and Commissioner. Only three years into operations and with tournaments across North and Latin Americas, Asia, Australia, the Middle East and Europe, LIV Golf remains committed to developing the sport at every level and exposing more people to the positive virtues of the game through its unique blend of intense competition and entertainment.

LIV Golf is owned and operated by LIV Golf Investments whose vision and mission are centered around making holistic and sustainable investments to enhance the global golf ecosystem and unlock the sport's untapped worldwide potential.

HISTORY

LIV Golf launched in 2022 as an eight-event Invitational Series with tournaments across the U.S., Europe and Asia. 2023 saw the first official season of the LIV Golf League, establishing the sport's first professional golf teams captained by many of the game's most decorated superstars competing in 14 events around the world.

The format respects golf's history and traditions with updates for modern-day sports fans; three days, 54 holes, no cut, shotgun start, and simultaneous team and individual competitions, offering a faster tournament that drives engaging storylines and offers an immersive fan experience. The League's award-winning events, each wholly owned and operated by LIV Golf and broadcast to over 500 million homes worldwide, showcase world-class competition within a family-friendly environment. Music entertainment, live concerts and a festival-style atmosphere play a signature role with LIV Golf, a two-time winner of the World's Best Golf Event from the World Golf Awards and a Sports Business Awards Finalist for Sports Event of the Year.

LIV Golf continues to expand its reach by bringing the League to new and returning markets featuring some of the most iconic venues in the world. It has also introduced free agency to professional golf, integrating end-of-season player promotion and relegation, team trades and offseason roster movement that drive year-round fan engagement embraced by many of the world's most popular sports.

Away from the entertainment on the course, LIV Golf is dedicated to enhancing the wellbeing of the communities it visits through its ground-breaking social impact and sustainability strategy, 'Potential, Unleashed.' Named a 2024 Most Impactful award winner by Front Office Sports for utilizing its platform to make a positive impact off the course, the League is committed to giving back and improving the world through golf.

ROLE OBJECTIVE

We are seeking a highly skilled and technically proficient Technology Service Delivery Manager to join our global IT team. This role demands a unique blend of technical expertise and service management acumen to ensure the seamless delivery and support of critical IT services across our geographically dispersed workforce. You will be a key player in optimizing our IT infrastructure, applications, and security, while ensuring exceptional user experiences and adherence to strict service level agreements.

Responsibilities

Service Delivery & Infrastructure Management:

• Oversee the day-to-day delivery of IT services, encompassing infrastructure, applications, and end-user support, ensuring alignment with SLAs and operational standards
• Proactively monitor infrastructure health, performance, and capacity, identifying and mitigating potential risks to service availability
• Manage incidents, problems, and changes with a focus on minimizing disruption and downtime
• Collaborate with internal IT teams (e.g. security, applications, cloud ops) to ensure seamless service operation and integration

Technical Expertise & Troubleshooting:

• Possess a strong understanding of core IT infrastructure components, including networks, servers, storage, databases, and cloud platforms
• Provide technical support and troubleshooting for complex issues escalated by service desk or junior team members
• Contribute to the design, implementation, and maintenance of IT solutions, ensuring scalability, security, and performance
• Stay abreast of emerging technologies and industry best practices, evaluating their potential impact on service delivery

Vendor Management & Collaboration:

• Manage relationships with key technology vendors and service providers, ensuring contractual obligations are met and service levels are maintained.
• Negotiate contracts and service agreements, optimizing costs and ensuring value for money.
• Collaborate with vendors on incident resolution, problem management, and the implementation of new technologies.

Continuous Improvement & Automation:

• Identify opportunities to improve service delivery efficiency and effectiveness through automation, process optimization, and knowledge management
• Develop and maintain comprehensive service documentation, including knowledge base articles, operational runbooks, and troubleshooting guides
• Contribute to the development and implementation of IT service management (ITSM) processes and tools

SKILLS & EXPERIENCE

Essential Skills and Experience:

• Proven experience as a Technology Service Delivery Manager or similar role, with a demonstrable track record of success in a global organisation
• Strong technical background with in-depth knowledge of IT infrastructure, networking, cloud computing, and cybersecurity
• Extensive experience working across a remote global workforce, understanding the complexities of delivering and supporting IT services in diverse locations
• Solid understanding of ITIL framework and service management principles
• Excellent communication, interpersonal, and stakeholder management skills
• Ability to work effectively under pressure and manage multiple priorities
• Strong analytical and problem-solving skills
• Experience with service management and monitoring tools

Desirable Skills and Experience:

• ITIL v4 certification
• Experience with scripting or automation tools (e.g., Python, PowerShell)
• Knowledge of specific technologies relevant to the organisation (e.g., GCP, M365, Cisco networking)

LIV Golf Investments is an equal opportunity employer that is committed to diversity and inclusion in the workplace and the equal treatment of all current and prospective employees. We prohibit discrimination and harassment of any kind based on age, gender, disability, religion or belief, sexual orientation, marital status, pregnancy, race, ethnicity, or any other status protected by the laws or regulations where we operate. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, leave of absence, compensation, benefits, training, and apprenticeships. LIV Golf Investments makes hiring decisions based solely on qualifications, merit, and business needs at the time.