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. Allied Bakeries are owned by Associated British Foods. ABF is a diversified international food, ingredients and retail group with sales of £13.9bn and 128,000 employees in 53 countries. It has significant businesses in Europe, Africa, the Americas, Asia and Australia Our sister companies in ABF UK Grocery produce products under many market-leading household brands, including Jordans, Ryvita, Pataks, Blue Dragon & Silver Spoon. We are proud of our brands: we make top 10 UK grocery brand Kingsmill as well as Allinson’s, Bürgen and Sunblest. You’ll know us best through our white, wholemeal and seeded market-leading loaves, as well as Kingsmill 50/50, the nation’s favourite Healthier White, and our delicious pancakes, crumpets, hot cross buns and other bakery products. The success of our business depends on us having the right people on the team. We are incredibly passionate about our business, but it isn’t for the faint-hearted – it’s pacey and demanding so our people need to have a positive attitude and to want to work inclusively. We take massive pride in what we do, not least in how colleagues based in our bakeries and depots have one of the best safety performance records in the industry. 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. If you’re looking to join a business that is passionate, encourages you to be the best you can be, and values its people, we’d love to hear from you.