Service Delivery Manager

Kingfisher; Yeovil; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading home improvement company in Yeovil is looking for a Service Delivery Manager to oversee critical IT services. The ideal candidate will have a strong background in service delivery management, with experience in multi-supplier environments, and be able to effectively communicate with technical and non-technical stakeholders. This position involves working closely with various delivery stakeholders and ensuring the effectiveness and improvement of services. This role offers flexibility and opportunities for growth.

Benefits

Competitive benefits package

Opportunities for career growth

Flexible working arrangements

Qualifications

• Experience in managing IT services with a multi-supplier outsourced environment.
• Ability to communicate technical information to non-technical stakeholders.

Responsibilities

• Conduct IT service reviews with business and service providers.
• Manage escalated issues and ensure prioritization of resources.
• Align IT service roadmaps with business priorities.
• Ensure effective introduction of new services with monitoring.
• Manage risks and approve changes for service protection.

Skills

Experience in Service Delivery Manager roles

Proven track record of continuous service improvement

Effective communication and influencing skills

Certification in ITIL, Six Sigma, ISO20000

Experience in Agile delivery frameworks

Tenacity to deliver under challenging situations

Job description

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Overview

We're Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That's right, 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, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & 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.

What's 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 Service Delivery Manager, Service Owner/Manager role, responsible for a portfolio of IT services, for example Supply Chain, Logistics, ecommerce, mobile apps etc

• 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 Dev/Ops models.

• A tenacity to deliver with the resilience to deal with difficult situations.

Be Customer Focused - constantly improving our customers' experience

• I listen to my customers

• I use available data to help make decisions

Be Human - acting with humanity and care

• I do the right thing

• I am respectful

Be Curious - thrive on learning, thinking beyond the obvious

• I build and share new ideas

• I try new things and share my learnings

Be Agile - working with trust, pace and agility

• I have courage to be creative

• Done is better than perfect, I aim for 80/20

Be Inclusive - acting inclusively in diverse teams to work together

• I embrace allyship

• I have self-awareness and a desire to learn

Be Accountable - championing the plan to deliver results and growth

• I own my actions

• I 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.