Career Opportunities: IS Service Delivery Manager (2837)
Requisition ID 2837 - Posted - Region (1) - Job Category (1) - Permanent - Full Time - Company (1)
Our Grocery Service Centre, based near Liverpool, is a hub for transactional activity across multiple ABF companies within the ABF Grocery division. Supporting some of our well-known brands such as Kingsmill, Pataks, Blue Dragon, Jordans, Ryvita and Silver Spoon, amongst others. We deliver Shared Service activities across a wide range of disciplines including Customer Services, Consumer Care, Finance, Payroll, HR and IS.
Overview of role
Location: Liverpool
The IS Service Delivery Manager is responsible for managing and delivering high-quality IS services to our supported businesses. The role requires management of relationships with stakeholders across multiple businesses and functions, ensuring SLA compliance, and driving continuous improvement in service delivery processes. The Service Delivery Manager will collaborate with other departments and external vendors to ensure services are delivered efficiently and effectively.
Key Accountabilities
* Service Management: Oversee the day-to-day delivery of IS services, ensuring alignment with service level agreements (SLAs) and customer expectations.
* Serve as primary point of contact for customers regarding service or delivery related issues, building and maintaining strong relationships.
* Incident and Problem Management: Ensure timely resolution of incidents, service requests and problems, coordinating with appropriate teams to implement solutions and prevent recurring issues.
* Performance Monitoring: Track and analyse service delivery performance using KPIs and metrics. Ensure that transparent, insightful information is available to all stakeholders that help drive service improvements.
* Continuous Improvement: Proactively identify and implement improvements to service delivery processes, tools, and practices to drive efficiency and quality.
* BTS Relationship Owner: Own and manage the relationship between the GSC and BTS. Work with BTS to ensure services provided to our customers meet expectations.
* Risk Management: Identify potential risks related to service delivery and take action to mitigate them before they affect clients or service performance.
* Collaboration: Work closely with other departments, including IS, Projects and Support to ensure a cohesive approach to service delivery.
The Right Person
* 5+ years of experience in IT service management, with at least 2 years in a managerial role.
* Strong knowledge of ITIL frameworks and service management best practices and the proven ability to apply it in real situations with a logical and systematic approach to problem resolution across a broad spectrum of technologies.
* Excellent experience of building, maintaining and developing stakeholder relationships directly and through the wider IS team.
* Proven experience in managing through others.
* Excellent communication, leadership, and interpersonal skills.
* Strong problem-solving and analytical abilities.
* Experience with incident, problem, and change management processes.
* Knowledge of service management software and tools.
* Certifications (preferred): ITIL Foundation Certification.
Our defining value is to ‘Be The Best We Can Be’. The behaviours we believe help us do this and are key to our success are: Aim High, I Do What I Say, Work Together and Everybody Matters.
We are committed to equal treatment and opportunities for all our people, and believe in building a diverse and inclusive organisation that represents our communities and generates the best outcomes for consumers, customers and stakeholders.
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