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About The Role

We are looking for a Technology Service Delivery Manager to join our Customer Systems Technology team who are based at Hilmore House in Bradford.

You will be overseeing the delivery of technology services within our organisation for the Online platform. Your primary role is to ensure that technology systems and solutions are effectively implemented, maintained, and supported to meet the needs of the business and our customers.

It's truly a great time to be joining this fantastic, fast-paced work environment.

As our Service Delivery Manager you’ll be accountable for:

Customer Relationship Management: You will build and maintain strong relationships with internal stakeholders to understand their technology needs, address concerns, and provide regular updates on service delivery. Effective communication and collaboration skills are crucial for building and maintaining these relationships.

Continuous Improvement: As technology evolves, you will need to stay updated with industry trends and best practices to identify opportunities for enhancing service delivery processes. This involves implementing continuous improvement initiatives, leveraging emerging technologies, and exploring new strategies to optimise service delivery.

Supplier Management: As a Technology Service Delivery Manager, you will oversee supplier relationships, negotiate contracts, and ensure that suppliers meet contractual obligations and service level agreements.

Service Delivery Planning: You will collaborate with stakeholders to define service level agreements (SLAs), determine service requirements, and develop delivery plans that align with stakeholder expectations and organisational goals.

Incident and Problem Management: Working closely with our dedicated Major Incident Management team, you will be involved in handling and resolving technology-related incidents and problems that may arise during service delivery. This includes coordinating with technical support teams, troubleshooting issues, and implementing corrective actions to minimise disruptions and ensure timely resolution.

Performance Monitoring: You will monitor the performance of technology services and track key performance indicators (KPIs) to assess the quality and effectiveness of service delivery. This involves analysing data, identifying areas for improvement, and implementing measures to enhance service performance.

Risk and Compliance Management: You will be responsible for ensuring compliance with relevant regulations, security standards, and data protection requirements. This includes assessing risks, implementing security measures, and conducting audits to mitigate potential vulnerabilities and maintain a secure online environment.

Financial Management: Maintaining overall financial management of operational expenditure costs for your service portfolio.

Team Leadership: Provide leadership and guidance to the team. Coach and mentor team members of the team, foster a collaborative work environment, and promote professional development.

About The Company

Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.

Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.

We host regular seasonal events and you’ll often find our suppliers on site sharing details of their latest product. We’re also committed to fundraising for our current charity partner.

Our business is fast paced and ever changing, as such we’ve lots of opportunities for you to play your part in our success. We’d love to meet you…

Some of the benefits you can expect as follows;

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About You

You’ll ideally have the following skills and experience:

Technical Knowledge: A strong understanding of technology and IT infrastructure is crucial. This includes knowledge of systems, networks, software development, cloud computing, databases, security protocols, and IT service management frameworks (such as ITIL).

IT Service Management (ITSM): Familiarity with ITSM processes and best practices is essential. This includes incident management, problem management, change management, service level management, and configuration management.

Communication and Stakeholder Management: Excellent communication skills are required to interact with the business teams, suppliers, and other stakeholders. The ability to articulate complex technical concepts in a clear and understandable manner is essential. Strong negotiation and conflict resolution skills are also beneficial.

Leadership and Team Management: As a service delivery manager, you will oversee a team of technical professionals. Leadership skills, the ability to motivate and inspire others, and effective team management are essential for success in this role.

Analytical and Problem-Solving Skills: The capability to analyse complex technical issues, identify root causes, and devise effective solutions is crucial. A service delivery manager should have a systematic and logical approach to problem-solving.

Customer Focus: Prioritising customer satisfaction and understanding their needs is critical. A service delivery manager should be able to build and maintain strong relationships with stakeholders, ensuring their requirements are met and expectations are managed.

Continuous Improvement: The drive for continuous improvement and innovation is important. A technology service delivery manager should be proactive in identifying opportunities to enhance service delivery processes, increase efficiency, and optimise performance.

Financial Management: An understanding of budgeting, cost management, and financial analysis is beneficial for monitoring and optimising service delivery costs.

Adaptability: The technology landscape is ever-changing, so adaptability and the ability to learn new technologies and trends quickly are important.