Global IT Service Quality & Delivery Manager
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Location: Hartlepool, UK (onsite) covering Hartlepool and Teesside Facilities
Company Overview:
We are a Private Equity-backed global manufacturer of flavour and fragrance ingredients. We partner with the world’s leading flavour and fragrance companies and are the secret ingredient in many of the world’s favourite brands. You’ll find our ingredients in famous products from coffee to confectionery, and perfume to pet food.
Our Vision: To be the leading global independent manufacturer of naturals and aroma chemicals – partner of choice to the flavour & fragrance industry.
Our Purpose: To help make the world taste and smell better, responsibly.
We live by a set of four core values:
* Be Customer-Focused: We put our customers at the heart of everything we do, giving them peace of mind through our quality, consistency, reliability, and innovation.
* Raise the Bar: We challenge and empower each other to constantly improve and to find new, innovative ways to add real value for our customers and ourselves.
* Think and Act As One Team: We are a winning team, who support and encourage each other to be the best, celebrating and rewarding success.
* Do the Right Thing: We act with honesty, transparency and integrity, always striving to be responsible for our customers, people and the planet.
The secret ingredients to living our way? Every one of our people.
If you share our values and feel ready to join our team, and you believe you’re a good fit for our culture and the requirements of the role, please get in touch to apply.
Position Overview:
We are seeking a dynamic, proactive, experienced service delivery manager to support Natara’s IT function. Responsible for overseeing day-to-day delivery activities from our service partners, this is an essential role in driving service quality, improving efficiency and managing service governance.
As part of a small team in a growing business, there is a distinct hands-on perspective to this role, so we're looking for candidates with extensive experience of delivering direct technical support to users, and in-depth knowledge of infrastructure and systems. As well as managing delivery, you'll need to be comfortable getting stuck in on the front line.
You’ll be working alongside our global managed services and technology partners, liaising with them and acting as a key point of contact for day-to-day issues and escalations. They understand our values and culture as a trusted partner and will work together with you aligned with our ‘one team’ vision.
With several service partners covering infrastructure, systems, networking and security, as well as our in-house team, managing collaboration between groups to deliver maximum service quality is essential.
Suitable candidates will have a strong understanding of ITIL principles and experience in a service delivery capacity or related role in a business critical global IT function. Experience in a manufacturing business would be advantageous.
There are a number of significant IT and systems projects in flight as we continue to develop our technology and systems, so the service delivery manager will also need strong practical experience in order to provide guidance and escalation for the in-house service team; raising the bar in service quality, performance and output of our technology and systems as well as developing our in-house technical delivery capabilities.
Reporting to the IT Director, this is an important role as we continue on our journey to align technology initiatives with business goals, drive innovation and deliver efficiencies; whilst also maintaining the high levels of service and support our users deserve.
Responsibilities will include:
* Monitoring and reporting on performance of service delivery by our technology partners
* Identifying service quality concerns and working with internal and external teams to address issues
* Seeking opportunities to enhance or improve service delivery quality, service levels, governance and standards
* Ensuring service delivery systems, methodologies and governance are in place and monitored for effective application
* Liaising with service delivery partners to aid in managing critical and major incident responses
* Managing collaboration between partners and internal teams to deliver a ‘one team’ approach to issue resolution and incident management
* Maintaining our high levels of service and professionalism in all interactions with users, partners and third parties
* Proactively monitoring ticket handling within our service management tool, identifying and managing any issues presenting a risk to SLA compliance or service quality
* Assisting with administration activities to include managing joiners, movers and leavers
* Providing technology advice, guidance and an escalation patch for our internal IT team members
* Contributing to the IT knowledge base and how-to articles within our intranet
* Making recommendations for IT investment to improve service standards or technology capabilities
* Supporting the IT Director and leadership team in the preparation of reports, budgets, recommendations, business cases and plans for IT improvement initiatives and regular service quality monitoring
* Working flexibly to perform other duties as may be required
Requirements and experience:
* Demonstrable experience in a service delivery role and providing support to a diverse user base (preferably in a similar industry or organisational setting)
* Great interpersonal skills and written and verbal communication
* In-depth knowledge of a range of IT systems, infrastructure, security, and emerging technologies
* Deep experience in managing and maintaining Microsoft technologies including Office 365 products, Windows Server, and Azure AD
* Full driving licence – regular travel between sites in Hartlepool and Teesside will be required
* As a global 24/7 business some flexibility in working hours, and occasional out-of-hours working are required
Comprehensive benefits package to include:
* Employee Bonus Scheme.
* Company pension scheme.
* A collaborative and inclusive work environment.
If you are a dynamic IT professional with a passion for technology, we invite you to apply for this high-profile role. This position offers great opportunities for growth and development in a dynamic, evolving business at an exciting time in its journey.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Manufacturing
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