Service Manager

La Fosse Associates; London; Hybrid; GBP 59,000 - 70,000; Full time

Job summary

A leading UK retailer is seeking a Retail Service Manager to manage technology services for internal teams and stakeholders. The role involves defining and managing service agreements, ensuring quality service delivery, and fostering strong relationships across the business. Ideal candidates will have experience in retail service management and a proven ability to communicate effectively with stakeholders. This position offers a salary of up to £70,000 with hybrid working arrangements.

Qualifications

• Strong experience in service management, especially in the retail field services space.
• Experience of defining and managing SLAs and OLAs, as well as generating and presenting service reports and KPIs.
• Experience of working within ISO 20000-certified environment.

Responsibilities

• Build and maintain the service relationship between Retail Technology and its stakeholders.
• Define, agree, and manage service level agreements (SLAs) and operational level agreements (OLAs).
• Report on the quality of the service provided, including outsourced services.

Skills

Service management experience

Service Level Agreement (SLA) management

Customer relationship management

Retail environment experience

Job description

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We're currently partnered with one of the UK’s fastest growing organisations, who have undertaken a groundbreaking, large scale transformation!

Your role as Retail Service Manager will be to manage the overall technology service delivered to the internal retail team and other associated business areas.

Salary: up to £70,000 + benefits

Location: West London (Hybrid Working)

You’ll bring together end-to-end technical delivery teams and foster collaborative ways of working to deliver first-class solutions, ensuring a service that is Fit for Purpose and meeting the needs of the business.

Key Responsibilities:

• To build and maintain the service relationship between Retail Technology and its stakeholders across the business.
• Define, agree, and manage service level agreements (SLAs) and operational level agreements (OLAs) for services.
• Report on the quality of the service provided, including outsourced services provided by suppliers including Scientific Games and Vodafone, based on transparent KPIs.
• Manage the operational budgets for outsourced services, including those provided by Scientific Games and Vodafone
• Working with the Supplier Relationship Manager, define, agree, and manage service improvement plans where the quality of the service does not meet the required threshold.
• Point of contact to engage and provide support to business and technical stakeholders of the service.

Ideally, you’ll have:

• Strong experience in service management, especially in the retail field services space.
• Experience of defining and managing SLAs and OLAs, as well as generating and presenting service reports and KPIs.
• Experience of defining and managing service improvement plans
• Experience of working within ISO 20000-certified environment
• Experience of working in a retail environment, including point of sale.
• Proven ability to build rapport with stakeholders and communicate clearly, with all levels of departmental management.

Sound like you? Please apply directly for more detail!