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Service Delivery Manager

Department: IT Infrastructure

Location: Cambridge, Cambridgeshire, United Kingdom


Job Purpose:


Abcam, a successful and growing bioscience company, is a web-based business specialising in the production and sale of antibodies and related products to scientific research organisations. Our head office is based in Cambridge, UK and we have offices in USA, Japan and China.


We are seeking a Service Delivery Manager to join our team to provide support to the IT Service Delivery strategy to ensure that the following is in-place across all of IT:

  • Appropriate core processes such as (but not limited to) Major Incident Management, Incident, Problem, Change, Service Transition, Risk Management, Supplier Management and Service Reporting.
  • Appropriate governance and controls to ensure that IT processes are being followed across the entire account and all teams, whether local to the account, other parts of the company or 3rd parties are complying with them.

  • Managing the relationship between colleagues, suppliers and the local IT Teams to ensure ticket resolution, continued communications and SLA's achievement.

  • Work with the Service Transition Manager and ensure that the appropriate checks and balances are in-place and that they are covered by the correct processes to ensure that new or changes to existing services are implemented in a controlled manner.

  • Compilation of all IT Service Reporting and Management Information as and when appropriate.


About You

  • You will have the ability to understand and interpret business needs and requirements, make difficult decisions and understand any potential risks and repercussions of implementing changes.

  • With a broad IT background, you will ideally have exposure to both applications as well as infrastructure environments and have the ability to take a holistic view of the entire service.

  • The role involves all the standard ITIL service management processes including Incident, Problem & Change. It embraces all of the service components and is intended to ensure that we provide consistently high levels of service to our colleagues.


About Us

Ever since 1998, when our founder, Jonathan Milner, started selling antibodies from the back of his bike, Abcam has aimed to help scientific researchers make breakthroughs faster. We now have offices and labs in the UK, the US, China and Japan, and as we continue to grow, we remain ambitious, driven by our customers’ success and their research needs.

It’s our goal to provide a world-standard in protein research tools, technical support and delivery. When you join Abcam, you’ll join a global business with the passion and the vision to become the most influential company, and, best-loved brand in life science. 


Our culture is our key differentiator. We believe in empowering individuals, with responsibility given at an early stage. The working environment is fun and fast-paced, collaborative and outcome focused, with a strong customer focus. In addition to competitive salaries, we offer an attractive and flexible benefits package (which includes shares for eligible employees), a culture focussed on wellbeing and opportunities for growth.