Job description
Service Delivery Manager
As Service Delivery Manager you will take ownership of the overall IT service performance and manage all contributors to the delivery of the service – including internal support functions, external suppliers, and other dependencies.
You will be accountable for all areas of Service Management including service readiness of New Services/Projects. Assuring the service is delivered in the most effective, efficient manner to deliver the best business value from IT Solutions.
You will be a champion of ‘customer first’ ethos and drive all activities which provide Rexel with world class IT services. This is key to ensure the business can deliver to our customers, improve customer retention and build an expanding and profitable business.
The Role:
As a Service Delivery Manager for Rexel, your main responsibilities will be to:
- Accountable for the delivery of Rexel UK 1st Line Support Services, ensuring availability of key services that are critical for business operations on a day-to-day basis, supporting all IT systems and services for 2500 UK&I colleagues across c.300 sites.
- Provision of the day-to-day activities to enable the delivery of service to agreed levels – including Incident Management, Problem Management, Application management and Software Asset Management.
- Regularly monitor and review the levels of IT services to ensure that service delivery meetings agreed service levels. Identifying service delivery issues and initiating actions to proactively maintain and improve the levels of service.
- Management of Major Incidents through to conclusion, including the preparation and distribution of communication throughout the lifecycle and RCA reporting.
- Maintain and manage relationships with key suppliers to ensure best practice operational methods and procedures, with adherence to operational level and service contract agreements – leading regular Service and Business Reviews.
- Management of 3rd party contracted services in all aspects including deliverables, levels of acceptance, penalty clauses and SLA’s.
- Providing end to end service assurance for all new and existing services undergoing changes to support scope and/or deliverables. Ensuring they are fit for purpose, functional and tested with new or changed service transfers documented for a fully prepared service organisation where the service delivery teams are set up and able to support.
- Demonstrable Service Improvement mindset – utilising Management Information to drive customer satisfaction.
- Monitoring IT expenditure and Service operational costs to meet financial targets, by identifying and actioning any changes to provide cost saving opportunities.
- Aligned to Rexel UK Group standards for Business continuity, ensuring processes are maintained ensuring certain IT services can recover and continue in the event of a major incident.
- Maintenance of IT Service catalogue to ensure the information is accurate, has the appropriate details, dependencies and interfaces of all services available to customers.
- Partnering key stakeholders across the UK & Group IT Function to ensure that security, standards, GDPR etc. are maintained to continuously improve and enhance overall service delivery.
The Person:
As a Service Delivery Manager for Rexel, you will need:
- 5+ years relevant experience in a similar Service Delivery Role
- Strong Service process documentation experience
- Strong organisational skills and ability to multitask effectively.
- Excellent communication and interpersonal skills
- Ability to lead and motivate others in a cross functional environment.
- Credible and capable to be able to quickly build the confidence of the executive team and be seen as a natural peer to other colleagues at all levels.
- Excellent negotiation and conflict resolution skills with both internal and external parties
To be a successful Sales Executive at Rexel, you must have:
- Certified ITIL Foundation/Practitioner v3/4
- Experience managing and partnering with 3rd Party Vendors to successfully deliver end to end IT services.
- Passionate about Service Delivery and how it can improve the customer experience.
- Proven ability to engage, build strong relationships to influence and partner with stakeholders across disparate business groups as well as corporate functions.
- Ability to understand a wide range of disciplines in sufficient detail to enable effective communication between customers and suppliers.
Rexel are an equal opportunities employer
Rexel UK Ltd. believes that this role does not meet the criteria to be considered within the Home Office Shortage Occupation list. Therefore, Rexel UK Ltd. will not support an application for visa sponsorship and all applicants for this role must have an unrestricted right to work in the UK.
Rexel is a global industrial distributor serving the Electrical, PPE and MRO sectors with over 30,000 employees and operations in over 37 Countries. In the UK Rexel has over 2,000 staff working from 250+ branches.
We value people who have a sense of urgency and excitement, who demonstrate candour, insight and creativity, and thrive in an environment of change and challenge. We value people who take the company personally - being a part of Rexel UK means being part of the most exciting customer focused electrical wholesaler, a place where employees want to build their futures. Rexel is an equal opportunities employer.
Rexel UK Ltd. believes that this role does not meet the criteria to be considered within the Home Office Shortage Occupation list. Therefore, Rexel UK Ltd. will not support an application for visa sponsorship and all applicants for this role must have an unrestricted right to work in the UK.