Service Delivery Manager

CH&Co Group
Head Office - Reading
18 Mar 2019
14 Apr 2019
Job Function
Food & Beverage
Contract Type
Full Time

We are CH&CO, a group of chefs, nutritionists and people pleasers with a shared passion for food that fuels emotional positivity as well as physical wellbeing. In a world where what we consume is becoming ever faster and more disposable, we’re proud to take a more thoughtful, mindful approach to the food experiences we source, prepare and present.

As a member of the Technology team the Service Delivery Manager will be responsible for the internal CH&Co Support teams and the management of support services provided by suppliers. To lead and inspire the support teams to deliver exceptional service and foster a strong customer services attitude that delivers services the business can be proud of

Key Responsibilities and Accountabilities

  • Manage the Support teams and ensure customer service is delivered in a consistent and professional manner
  • Maintain a high level of customer satisfaction and proactively deal with customer concerns
  • Participate in the development of IT strategies in collaboration with the senior IT management team
  • Analyze support and systems performance and recommend service improvements.
  • Complete regular service reviews with suppliers
  • Develop, implement, and maintain appropriate policies, procedures, and associated training plans
  • Ensure the appropriate level of monitoring and alerting is in place for the IT systems and services
  • Ensure new services are transitioned into operations effectively
  • Ensure the business continuity plan is kept updated and periodic tests carried out successfully
  • Ensure IT Support incident queues are managed effectively
  • Directly contribute to support incidents where required, by logging, investigating, diagnosing, and resolving support incidents yourself as required
  • Provide weekly/monthly KPI reports, detailing team performance and service metrics
  • Manage operational costs; conduct near- and long-term financial forecasts
  • Point of escalation for all users for technology related incidents
  • Be available for out-of-hours escalations (on call Rota)
  • Provide or organize backup for colleagues who are unable to fulfill their duties in an out-of-hours environment
  • Engage with senior stakeholders on a regular basis to understand business need for service improvement
  • Create and maintain a service improvement programme for supporting the business
  • Build and maintain supplier relationships
  • Ensure that quality services are delivered from suppliers to the agreed SLA’s
  • Chair the Change Advisory Board to ensure all IT system changes are implemented in the most appropriate manner.
  • Coordinate supplier planned changes with the internal change management process
  • Support and mentor the IT Support teams and provide on-going coaching to all.
  • Manage day to day team performance
  • Implement and maintain a structured performance-based review system for all team members
  • Keep team members personal development plans up to date and in line with the overall technology strategy and individuals’ goals
  • Assess and identify the skills needed within the team and address gaps

Person Attributes

  • Strong analytical, organizational, and project-management skills
  • Strong customer service orientation
  • Excellent attention to detailAligned to ITIL and strong leaning towards CSI
  • A flexible and professional work ethic, willingness to go the extra mile
  • Excellent communication skills (both interpersonal and written)
  • Proactive, positive team player
  • Motivation to learn new technologies and seek continued learning through professional development
  • A friendly, open demeanour and genuine enthusiasm for user support and training
  • Up-to-date knowledge of relevant technologyEffective relationship building skillsSelf -starter who is proactive and able to prioritise workResponsive to business needsAbility to analyse and understand complex issues and create solutions
  • Demonstrated leadership
  • Excellent listening and negotiating skills
  • Experience working in a team-oriented, collaborative environment
  • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
  • Ability to present ideas in a user-friendly language and be flexible to work with other’s ideas and solutions
  • Proven analytical and problem-solving abilities
  • The flexibility to work on an on-call Rota
  • Self-motivation - with a positive “can do” attitude
  • Confidence working in an environment that is constantly changing

Desirable Experience and Qualifications

  • Experience and a strong understanding of IT Service Management (ITSM) practices, particularly for:
    • Incident Management
    • Problem Management
    • Change Management
    • Service Level Management
  • Supplier and Stakeholder Management
  • ITIL Certification preferably to Expert level
  • Exceptional knowledge of service and application delivery, as well as negotiating service level agreements.
  • Previous experience and successful leadership of IT Support teams.
  • Disaster Recovery planning, testing and execution
  • Multi sited retail environment
  • Proven Service Delivery experience within a retail environment, with experience of managing cloud-based services


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