Job Title Service Delivery Manager - Problem and Request Management Location Asda House Employment Type Full time Contract Type Permanent Hours Per Week 37.5 Salary Competitive salary plus benefits Category IT Operations Closing Date 7 November 2024 We’re transforming the way Technology Service works here at Asda. What does that mean for you? That you’ll be at the heart of transforming our capabilities to work seamlessly alongside the delivery function and our internal customers, playing your part to deliver great service to our customers every day. “Everything about Asda” With a turnover of over £20billion every year, over 2 million transactions every month, and around 141,000 dedicated Asda colleagues taking care of our customers every day, we're really a place that's got everything – for our customers and your career. Your Role This role sits within the command and control centre and closely works with other functional SDM’s who are accountable for other areas of ITSM (Incident, Service Desk, Monitoring and Event). We are currently going through a large transformation programme and the priorities change on a daily basis, this role is key to driving preventative issues and mitigating actions, along with providing a seamless service to our customers. You’ll be accountable for the end to end delivery of Problem and Request management, driving our transformation of the capabilities and playing an active role in improving our services. You will define the processes, set the strategy and roadmap for your assigned areas. You will be working alongside our partners to deliver the outcomes of our customers’ needs along with redesigning how these capabilities work with the wider ITSM function. Your Role Works closely with the strategic partner to establish the Problem and Request capability. Defines operational standards, procedures and reporting to monitor performance of our partners. Directs, governs and assures delivery of the outsourced services to the levels defined. Collaborates with wider function on joint initiatives to drive overall success and seamless delivery to the end customer. Influence and collaborate with stakeholders to support transformation initiatives. “Let's find out about you” Proven experience in defining Problem Management and Request management policies, processes and procedures. Skilled in managing suppliers and monitoring performance. Adept at balancing and anticipating the needs of various stakeholders. Experience in influencing senior levels within a large organisation. Agile and adaptable to support business needs in a dynamic transformation environment. Has knowledge and experience of working in a complex, high volume, highly structured IT environment, supported by metrics, KPIs, service levels and management insights. “Everything you'll love ” Cash car allowance – £5.7k or an electric vehicle. 25 days annual leave per year plus 8 bank holidays – Making sure you take time for yourself, to switch off and recharge. Private healthcare – either individual or family. 4 weekly pay – which means you get an extra payday a year Digital GP and Wellbeing sessions – We genuinely care at Asda. That's why we're creating a culture where our people can perform at their best, and feel their best. Because your physical health and mental wellbeing is just as important to us. Career development and apprenticeship and graduate schemes - We want our colleagues to thrive, and grow as our business does. We also support colleagues through professional qualifications such as CIPS Free city centre parking – You can also use it outside working hours Work Where it Works Our hybrid way of working gives you the choice to work where it works. This enables you to choose where you’ll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team. You will also get an excellent benefits package including; - Discretionary company bonus £5,700 company car or car allowance Company pension up to 7% matched 10% colleague discount, free parking and many additional rewards. We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves Work Where it Works Our hybrid way of working gives you the choice to work where it works. This enables you to chose where you’ll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team. You will also get an excellent benefits package including; - • Discretionary company bonus • £5,700 company car or car allowance • Company pension up to 7% matched • 10% colleague discount, free parking and many additional rewards. We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves