Service Delivery Manager

Kingfisher; England; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading home-improvement company in the UK seeks a Service Delivery Manager to oversee IT services crucial to its operations. The candidate will work with delivery stakeholders to ensure service quality and effectiveness, focus on customer service, and manage both internal and external suppliers. A proven track record in service delivery management is essential, along with effective communication skills with senior stakeholders.

Benefits

Competitive benefits package

Flexible working hours

Opportunities for career growth

Qualifications

• Experience working in Services Delivery Manager / Service Owner / Manager role responsible for IT services.
• Experience of Service Introduction and Delivery Management in a multi-supplier outsourced environment.
• Proven track record of continuous service improvement.

Responsibilities

• Conduct IT service reviews with business functions.
• Take accountability for escalated issues and managed incidents.
• Ensure new services are introduced effectively with monitoring metrics.

Skills

IT Experience

Data Center Experience

Problem Management

Network Management

Management Experience

Customer Support

ServiceNow

IT Service Management

ITIL

Project Management

Operating Systems

Job description

Overview

We’re Kingfisher A team made up of over 74000 passionate people who bring Kingfisher — and all our other brands: B&Q, Screwfix, Brico Depot, Castorama, and Koçtaş — to life. We’re big, but we have ambitions to become even bigger and even better. We want to become the leading home‑improvement company and grow the largest community of home improvers in the world. And that’s where you come in.

At Kingfisher our customers come from all walks of life and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression, or sexual orientation.

We are open to flexible and agile working hours and location. Therefore we offer colleagues a blend of working from home and our offices located in London, Southampton, and Yeovil. Talk to us about how we can best support you!

We are looking for a Service Delivery Manager to join the team to take accountability for IT services that are critical to our business. Working with Delivery stakeholders, you will obtain and interpret relevant data to understand service priorities and improve the operational effectiveness of services. To be successful in this role you will be highly focused on customer service with a proven track record of managing both internal and external suppliers and the ability to build relationships with senior business stakeholders.

This role is based out of our Screwfix office in Yeovil with the expectation of 12 days a month onsite.

Whats the job

• Conduct IT service reviews with business functions and service providers, ensuring vendors achieve the required targets.
• Take accountability for escalated issues and managed incidents, ensuring prioritisation of technical resources to achieve desired outcomes.
• Clearly understand the business priorities and drivers, ensuring roadmaps for IT services are aligned accordingly.
• Ensure new services are introduced effectively with appropriate monitoring metrics and support in place.
• Protect services by managing risks, approving changes and planning releases.
• Work with Delivery stakeholders to foster and maintain a service culture and continuous improvement ethos.

What you’ll bring

• Experience working in Services Delivery Manager / Service Owner / Manager role responsible for a portfolio of IT services (e.g., Supply Chain, Logistics, e‑commerce, mobile apps).
• Experience of Service Introduction and Delivery Management in a multi‑supplier outsourced environment.
• Proven track record of continuous service improvement.
• The ability to communicate and influence effectively with senior stakeholders, peers and external providers, turning technical information into business language and vice versa.
• Demonstrable skills and certification in best practices or methodologies such as ITIL, Six Sigma, ISO20000.
• Experience of Product & Platform Agile delivery frameworks and DevOps models.
• A tenacity to deliver with the resilience to deal with difficult situations.

Be Customer Focused

• Constantly improving our customers’ experience.
• Listen to my customers.
• Use available data to help make decisions.

Be Human

• Do the right thing.
• Be respectful.

Be Curious

• Build and share new ideas.
• Try new things and share my learnings.

Be Agile

• Have courage to be creative.
• Done is better than perfect; aim for 80/20.

Be Inclusive

• Embrace allyship.
• Have self‑awareness and a desire to learn.

Be Accountable

• Own my actions.
• Understand the Kingfisher plan and how it relates to my role.

At Kingfisher we value the perspectives that any new team members bring and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

In return we offer an inclusive environment where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here!

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

Interested? Great, apply now and help us to Power the Possible.

#LI-KO1

Required Experience: Manager

Key Skills

• IT Experience
• Data Center Experience
• Problem Management
• Network Management
• Management Experience
• Solaris
• Customer Support
• ServiceNow
• IT Service Management
• ITIL
• Project Management
• Operating Systems

Employment Type: Full‑Time

Experience: years

Vacancy: 1