Service Relationship Manager

Kingfisher; Southampton; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player seeks a Service Relationship Manager to lead IT service accountability within a major operating company. This role involves developing strong relationships with senior stakeholders, ensuring IT services meet business needs, and driving continuous improvement in service delivery. You'll be at the forefront of aligning IT strategy with business objectives, managing a team of Service Delivery Managers, and overseeing the introduction of new IT services. Join a company that values diversity and innovation, and where your contributions can significantly impact the future of home improvement services.

Benefits

Competitive benefits package

Opportunities for career growth

Inclusive work environment

Qualifications

• Proven experience in leading IT relationships in large retail environments.
• Strong background in service delivery management and continuous improvement.

Responsibilities

• Accountable for IT service measures and alignment with business strategy.
• Develop and improve relationships between IT services and business stakeholders.

Skills

IT Service Management

Service Delivery Management

Relationship Development

Continuous Service Improvement

Customer Expectations Articulation

Education

Certification in ITIL

Certification in Six Sigma

Certification in ITO20000

Job description

Overview

We’re Kingfisher, a team made up of over 76,000 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.

Reporting to the Head of Service Relationship Management, you will be the single point of IT Service accountability into one Operating Company (B&Q). This role is responsible for the strategy of engagement with the business unit or function and leads a team of Service Delivery Managers to deliver IT services. The Service Relationship Manager will need to establish many strong relationships with senior business stakeholders up to Board level. They will also establish close relationships with IT delivery team leaders and external partners to drive IT service performance and cost.

What's the job?

• Accountable at a senior level to the function for the achievement of IT service measures, ensuring agreed business outcomes are achieved and understands business strategy and challenges to ensure IT services are aligned.
• Accountable for ensuring IT services are defined, agreed, measured, have a lifecycle roadmap, and are continuously improved.
• Ensure the smooth introduction of new IT services to banners and functions whilst being responsible for the budget including producing forecasts for long-term plans.
• Accountable for the development and improvement of relationships between IT Services and the business stakeholders.
• Proactively review processes, services and operations to identify improvement opportunities.

What you'll bring

• Experience in leading IT senior relationship development in a large retail environment as well as running the senior team to deliver highly performant IT services.
• Experience of Service Delivery Management in a multi-supplier outsourced environment, through an appropriate set of agreed service levels and a suitable service monitoring and reporting framework.
• Track record of accomplishment of continuous service improvement and operational performance through proactive identification of service-related issues and the timely resolution of such issues.
• Experience of working within large-scale, multinational business with significant outsourced IT operations.
• Experience in articulating and defining customer expectations.
• Demonstrable skills and certification in best practices or methodologies such as ITIL, Six Sigma, ITO20000.

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.