Service Delivery Manager

Responsibilities

• Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability. Instil service orientation and ITSM awareness.
• Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.
• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
• Work within the management structure to provide thought leadership on ITSM and ITIL (Information Technology Infrastructure Library) process development, the current position, roadmap and strategic direction.

Requirements

• Possess a great deal of in-depth Service Management experience in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
• You will have strong experience of Service Delivery and have managed a team of Service Delivery Managers across multiple disciplines and at differing levels.
• Proven record of supporting complex mission critical services in busy environments preferably in the Retail (eCommerce) and Supply Chain sectors.
• You have strong experience in customer experience across channels. You will have worked for a retailer with a strong digital presence and you will understand what the customer experience needs to look like across a multi-channel environment.
• Proven track record of building strong relationships across senior stakeholders and of positively influencing senior stakeholders and leadership teams.
• Ability to balance the delivery of an excellent service with the development of your team, ensuring we live our Group values, behaviours and priorities in all that we do.
• Service Management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
• Strong knowledge of ITIL disciplines, particularly in the field of Service Delivery Management.
• Experience of managing 3rd parties and 3rd party delivered services.
• Must be ITIL v3 foundation certified, ITIL Lifestyle Service Operations course is preferable (ITILLSO).
• Ability to multitask, possess a mindset that is results driven and enjoy working in a fast-paced environment *