General information
@media (max-width: 768px) { .largeurTotale { width: 100% } .icon-ak { width: 20px; height: 20px } }@media (min-width: 768px) { .largeurTotale { width: 900px } .icon-ak { width: 40px; height: 40px } } Service Delivery Manager Ref: 2024-62915 Job Information Division: Elior Support Services Advert Closing Date: 14/06/2024 Contractual Hours:Full-time Salary:£45,000 Contract Type:Permanent Working Pattern: Monday to Friday - 37.5 hours per week - 9am-5:30pm Location:Macclesfield, SK11 6ET Join our team!
Based at our office in Macclesfield, you will have responsibility for the management and leadership of an IT service delivery team of 5 people that provisions IT Services and offer all levels of support to internal clients based at Elior UK Head Offices and remote Elior UK trading sites/restaurants
Leads the continuous service improvement lifecycle of the IT Service Management framework to ensure IT delivers a consistently high level of service across the UK business
We offer a hybrid way of working with 3 days in the office and 2 days at home.
What you'll be doing...
In addition to working with the UK Technology teams comprising solutions architects, data and integration specialists, delivery managers and business partners, this role will work collaboratively with the UK Operational Site mobilisation team.
Your key responsibilities as the Service Delivery Manager will consist of:
1. Manage all aspects of IT service management framework including, Incident Management, Change Management, Problem Management, Support and Service Requests for internal customers
2. Proactively works with the IT Leadership team to understand business strategy, priorities, and needs, and ensures that the IT Service roadmap is fit for purpose to support the needs and growth plans
3. Act as the primary connection between Technology and the designated business units for all aspects of operational service level management
4. Produce monthly IT Service KPI report
5. Act as an escalation point for customers and business key stakeholders
6. Ensure suppliers are performing to contractual requirements and SLAs, including monitor and reporting on supplier performance
7. Ensures the consistency and maintainability of existing applications by enforcing appropriate change and releasing standards/procedures
8. Approves all business IT Service models prior to the technical solution being promoted to live service
9. Represents the IT Technology function at service providers’ customer review meetings when appropriate
10. Be a key player in the Business Continuity and IT disaster recovery process
11. Identifies and monitors appropriate KPIs for the department
Working Pattern: Monday to Friday - 37.5 hours per week - 9am-5:30pm
What can you bring?
The experience and knowledge we are looking for from our future Service Delivery Manager include:
12. 10+ years in a technology service leadership role
13. ITIL V4 certified
14. Prior experience of working in a multi-site organisation and management of technology installations and service
15. Prior experience of working within one of the following sectors - FMCG, Retail, Leisure, Catering and Hospitality
16. Highly organised with a logical approach and ability to work calmly under pressure
17. Creating and managing high-performing teams
18. Passionate about getting things done and able to engage people across multiple business functions to complete goals and quickly drive value
19. Excellent written and verbal communication including presentation skills
20. Experience of agreeing, creating, and monitoring SLAs/OLAs/KPIs
21. Prior experience of IT Supplier Contract and Service Management
22. Maintaining compliance of standards and policies as well as implementing effective controls
23. Good knowledge of technology networking such as WiFi, LAN, and VPN
24. Good understanding of mobile apps, payment solutions and EPOS
25. Experience of working within a mixed (in-house, third-party, outsourced) technology environment with complex technology hierarchy
Our way of saying thank you...
We thank our colleagues for a job well done, that’s why we offer a wide range of benefits, including;
26. A salary of up to £45,000 with a KPI performance-related bonus of up to 15% of your salary
27. 31 days holiday* increasing to 33 after 2 years, life assurance, a workplace pension & free lunches on site
28. Enhanced family leave
29. The option to buy additional holidays - supporting your way of life
30. Free access to mental health first aiders & counselling sessions – supporting you through life’s ups and downs
31. Free access to the 24/7 GP service, nutritional & health experts, financial & legal support - the wellbeing of our teams is key
32. A vast amount of discounts & cashback for supermarkets & retail - reducing your shopping bills
33. A cycle-to-work scheme – keeping your wellbeing and our carbon footprint in mind
34. Discounts for cinemas, restaurants, hotels, holidays and family days out - we want our teams to enjoy life
35. A great variety of opportunities & award-winning development programmes to support your career ambitions – big enough for growth, small enough to feel connected
36. 2 days paid leave for charity work - the community is at the heart of everything we do
*Pro rata, incl. bank holidays
Why it’s great to work for us...
Welcoming you into our warm, friendly, and genuine team from your first day, we'll make you feel part of the family. With an inclusive, collaborative, and caring culture, you will share our shared purpose of delivering outstanding customer service.
At Elior, we're innovators and extremely proud of our work around diversity, sustainability, and social value. That's why with a firm belief in a diverse workplace, 95% of our colleagues feel we cultivate a culture where people of all backgrounds are welcome and valued.
If you want to give back to the community, this may be your role. Apply today.
Our People Promise
We promise to value you like we value our customers. We want you to feel appreciated, supported and fulfilled.
We aspire to do this by:
37. Offering roles to support your way of life
38. Employing people who care
39. Trusting you to deliver
40. Thanking you for a job well done
41. Letting you know what you need to know
42. Listening to you
43. Providing opportunities for growth and progression
44. Supporting you through life’s up and downs
Any internal colleagues applying for this role, please be advised that new terms and conditions will apply.
Elior Celebrates EqualityOur aim is to celebrate a culture of equality, diversity, and inclusion, continuing to make Elior a great place to work!
Every colleague has a distinctive set of values, skills, and aspirations. To ensure that we attract, develop, and retain best people from the widest possible talent pool we're committed to providing an inclusive environment where our colleagues fulfil their potential and have the opportunity to succeed.
I nterested? Click the ‘Apply for this role’ button at the top of this advert.