Overview
We are looking for an IT Service Delivery Manager to join our friendly and dynamic team at Waterstones in Solihull. You will be responsible for overseeing all aspects of IT support within Waterstones, managing day-to-day operations, and driving improvements in our service delivery.
Responsibilities
* Oversee the delivery of IT services, including incident management, service requests, and problem resolution.
* Collaborate with other departments to ensure the overall IT service is fit-for-purpose.
* Manage relationships with external vendors and service providers to ensure service levels are met.
* Monitor IT service performance and identify areas for improvement, implementing measures to enhance efficiency and effectiveness.
* Define and measure SLAs and KPIs.
* Drive forward process and governance maturity within the business.
* Ensure compliance with IT security policies and standards, implementing measures to protect the organization\'s data and systems.
* Implement support best practices to improve performance and lead a programme of continual improvement.
* Act as Major Incident Manager when needed.
* Manage communications with the business to keep stakeholders updated on service issues and performance.
* Own the support backlog to ensure issues are resolved fully and completely.
Qualifications
* Proven experience in IT service management, with a focus on delivering high-quality services to internal stakeholders.
* Proven ability to manage IT service teams, including defining and measuring KPIs and SLAs.
* Knowledge of IT support tools.
* Knowledge of the ITIL framework and best practices.
* Experience working as an Incident Manager.
Person Profile
* Strong leadership and management skills, with the ability to motivate and inspire a team.
* Excellent communication and interpersonal skills, with the ability to build effective relationships at all levels of the organization.
* Ability to understand a complex IT landscape and the dependencies between systems to see the bigger picture.
* Can-do attitude with a curious nature.
* Strong analytical and problem-solving skills, able to approach problems critically and break them down into manageable parts.
* Ability to stay calm under pressure.
Why work for Waterstones
At Waterstones, everything we do is about our customers. We strive to deliver fantastic customer service, whether recommending a book or a gift, keeping our shops stocked, assisting in our Café W, or keeping the wheels turning efficiently behind the scenes. You will use your expertise and enthusiasm to bring to our customers the irreplaceable pleasures of a good bookshop (including a virtual one).
In return, you will work in a role that can make a real difference to Waterstones, in a friendly and dynamic team, with excellent employee discounts in shops and at waterstones.com.
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Retail
We welcome applications from capable candidates who meet the essential experience requirements and would love to hear from you.
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