IT Service Delivery Manager London, England
Job description
Summary
- £48,400 - £64,900 per annum - This isn’t an ordinary job. This is an extraordinary experience.
As an IT Service Delivery Manager, you will be responsible for ensuring that the services IT deliver meet business needs and perform to expected service levels across our Stores. The role will support the daily running of the service, Incident and Escalation management as well as introduction, improvement, and decommission of our application landscape following project management methodologies.
This role leverages best practices for IT Service Management. The IT Service Delivery Manager owns service delivery and operational performance of a portfolio of services into Lidl stores via management of respective suppliers.
You will also be accountable for:
- Ensuring delivered services are fit for purpose with appropriate support, working with the PMO and Business Solutions to carry out relevant reviews as necessary throughout the delivery lifecycle
- Delivering service level and operational improvements while maintaining a budget
- Planning & delivery of regular service review meetings, including performance reports, service improvements, and quality and processes.
- Acting as an ambassador for IT to enhance its reputation in the business by actively building collaborative relationships with stakeholders across the business
We have moved to a hybrid working model with a recommended 2 days in the office per week for appropriate Head Office and Regional roles, empowering our teams to choose how and where they work best. We feel it is important that, where possible, we offer our colleagues as much flexibility as possible and trust our teams to determine the right environments that work most effectively for them.
** Please note as per internal structures your internal job title will be Consultant**
What you'll do
- Multi-vendor Supplier Management (Helpdesk and Engineering (incl. repairs)) to make sure that services are being seamlessly delivered to the end user, improving response and delivery times
- Attend regular Service meetings holding Suppliers to contractual obligations SLA/KPI and implement changes and efficiencies
- Budget Management; tracking quotes, costs, vs savings, plan vs spend
- Own Service Management reporting for their respective suppliers
- Incident, Problem and Escalation management
- Escalation Point, managing and owning through to completion, rectifying reliability issues
- Monitoring progress and manage budgets
- Source and implement new vendors to support new products
- Analyse pain points/common issues and drive in improvements; process improvements
- Project Delivery and management; Manage and track Project throughout lifecycle, achieve milestones, deliver to agreed time, budget, scope and quality
- Schedule Rollouts, align resources and manage suppliers
- Work with Stakeholders to create and agree a working Scope
- Source Suppliers, qualify and create working agreements
- Communicate the plan and results across a stakeholder audience
-
Sign off Audits and completion
What you'll need
- Strong grasp of IT services and ITIL methodology
- Retail experience is essential
- Ability to manage and prioritise tasks
- Management of third-party service providers
- Understand technical challenge
- Demonstrate exceptional customer facing skills
- Strong interpersonal skills and can read and analyse a situation against the bigger picture
- Be pragmatic and have excellent relationship/ supplier management skills
- Problem Solving
- Full UK driving licence is preferred
- Flexibility to travel with some occasional overnight stays required
- Analysis and reporting skills
- Technical knowledge is essential especially with a Retail background (EPOS systems)
What you'll receive
This isn't getting by. This is getting what you deserve. Working at Lidl is rewarding, in every sense, because we give you the extensive training to succeed in your role and plenty of opportunities to progress your career here. We're proud to offer a competitive salary from £48,400 - £64,900* (depending on experience) with 35 days’ holiday per year (pro rata). Save for your future with our pension scheme, or save today with a 10% in store discount, plus extra discounts on days out, cinema tickets and much more.
- includes 10% non-contractual London Weighting allowance
Please note your employment is conditional upon the Company's receipt of satisfactory references and if requested by the Company, a satisfactory Disclosure and Barring Service check.
Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.
