Service Delivery Manager

Culina Group; England; On-site; GBP 40,000 - 55,000; Full time

Job summary

Culina Group is looking for a Service Delivery Manager to oversee IT Service Delivery operations. This role involves defining service level agreements, mentoring the team, managing third-party contracts, and ensuring best practices in service delivery. The position offers competitive benefits, including a bonus scheme and private medical cover.

Benefits

Annual Leave: 25 days plus bank holidays

Company Bonus: Reward scheme based on achieving goals

Private Medical Cover: Access to Bupa healthcare

Pension Scheme: 5% employee and 8% employer contributions

Life Assurance: Coverage of four times your annual salary

Wellness: Confidential support via Employee Assistance Programme

Eye Care Vouchers: Savings on eye tests and glasses

Reward & Recognition: Employee awards

Discounts: Savings on retail via benefit platform

Qualifications

• Minimum ITIL v3 knowledge.
• IT management experience in a contact centre environment.
• Knowledge of service delivery and support disciplines.

Responsibilities

• Manage and ensure efficiency of day-to-day operations of IT Service Delivery.
• Define service level agreements related to contracted services.
• Mentor and lead the team, providing training.

Skills

ITIL knowledge

Project management

Report writing

Presentation skills

Leadership

Job description

Company Description

Culina Group Limited, through its subsidiaries, provides logistics, warehousing, distribution, and other services for the food and drink industry in the United Kingdom and Ireland. It offers chilled, ambient, contract packaging, and bonded logistics services, along with value-added services such as online visibility, systems integration, pallet management, and supply chain management.

Job Description

Joining Culina Group as a Service Delivery Manager, you will be responsible for managing and ensuring the efficiency of the day-to-day operations of the Group IT Service Delivery function. You will monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures.

Shifts: Monday to Friday

Key Duties:

• Define service level agreements (SLAs) related to contracted services, ensuring SLAs are achieved and service quality and client expectations are met or exceeded.
• Produce performance reports on a scheduled basis or upon request.
• Manage team holidays, expenses, absences, disciplinary and grievance procedures, and conduct yearly performance reviews.
• Mentor and lead the team, providing training and fostering a culture of excellence.
• Onboard new team members and support the development of existing staff.
• Provide escalation support for business issues and queries.
• Prioritize and manage task allocation and progression.
• Ensure department processes are current, reflect best practices, and are commercially sound.
• Set, maintain, and improve customer service and business KPIs through IT objectives.
• Utilize in-house systems effectively within your team.
• Ensure team updates on news, vacancies, and processes are accurately reflected on the intranet.
• Act as the primary support liaison between IT and business departments, liaising with SLT, technicians, and other stakeholders.
• Manage third-party support contracts, service desks, and suppliers.
• Deliver personal development plans (PDPs) and identify succession planning opportunities.
• Maintain IT systems according to supplier recommendations and best practices.
• Ensure systems operate in line with business needs.
• Propose system improvements to the Group Director of IT Service, Operations & Infrastructure based on recommendations.

Qualifications:

• Minimum ITIL v3 knowledge.
• IT management experience in a contact centre environment.
• Knowledge of service delivery and support disciplines as per ITIL.
• Experience developing and maintaining ITIL policies and procedures.
• Project management skills.
• Report writing, graph production, and trend analysis skills.
• Presentation skills.
• Experience in staff recruitment, training, development, and performance management.
• Leadership skills with the ability to manage and motivate a remote team, prioritize workload, and execute efficiently.

Additional Information

We are committed to creating an inclusive and diverse workplace, supporting employee development, and recognizing success. Our benefits include:

• Annual Leave: 25 days plus bank holidays.
• Company Bonus: Reward scheme based on achieving goals.
• Private Medical Cover: Access to Bupa healthcare.
• Pension Scheme: 5% employee and 8% employer contributions.
• Life Assurance: Coverage of four times your annual salary.
• Wellness: Confidential support via Employee Assistance Programme.
• Eye Care Vouchers: Savings on eye tests and glasses.
• Reward & Recognition: Employee awards and long service recognition.
• Discounts: Savings on retail via our benefit platform.

Join our team and start your career today! Click APPLY NOW to #JoinOurWinningTeam.