IT Service Delivery Manager

Senior IT Service Delivery Manager is sought by leading retail organisation to assume ownership and ensure the quality of IT Support and the delivery of IT solutions.

The role oversees the operations and performance of the Service Desk and is instrumental in the setup, configuration, and delivery of new technology. The goal is ensure customers receive IT solutions with minimal impact on operations and therefore requires the ability to make decisions that help improve business performance through service and technology innovation. The key to this will be building a high performing team to support and deliver on those decisions.

The working culture of the organisation is one of openness and a friendly style of working. It operates at pace and is a high-energy and attracts people with warmth and a positive outlook who genuinely enjoy working with people. The Senior IT Service Delivery Manager will have:

EXPERIENCE:

• Solid experience in an IT leadership role (Service Delivery, Service Desk or IT Support Management), ideally in a multi-site retail or hospitality environment
• Strong knowledge of IT Service Management principles (e.g. ITIL).
• Experience of assessing and identifying IT solutions in an entrepreneurial and fast-moving environment.
• Strong written and spoken communication skills with the ability to articulate in an engaging way
• A process driven approach, especially in respect to service.

RESPONSIBILITIES:

IT Service Delivery

• Accountability for high quality service levels.
• Responsible for ITSM platform.
• Implementation of Asset Management
• Major Incident Process and Change Process ownership.

Supplier Management

• Manage supplier contracts, building strong relationships promoting excellence and reviewing performance.
• Own SLAs and escalation paths with suppliers.

Leadership

• Lead, coach and motivate the team.
• Report and present to the wider IT department.
• Oversight of performance metrics, implementing corrective measures where needed.

IT Business Solutions

• Ensure technical documentation, call scripts, knowledge bases and known issues are in place.
• Work closely with the IT Project Management team to define the scope and objectives of new technology deployments.
• Identify and interpret technical requirements.
• Ensure software and hardware deployments are supported and provide testing resource where needed.