Overview
You will be responsible for designing, implementing, and continuously evolving Asda's Service Catalogue Management practice. This role requires a deep understanding of IT service management (ITSM) principles, a strong focus on service quality and user experience, and a proven ability to lead cross-functional teams and collaborate with both internal stakeholders and external partners. Proven experience in IT Service Management, with a strong focus on Service Catalogue or Service Portfolio Management. Solid understanding of ITIL processes, particularly service design, service transition, and service delivery. Experience with ITSM platforms such as ServiceNow, with specific expertise in Service Catalogue design and workflows. Strong analytical, organisational, and problem-solving skills. Excellent communication, facilitation, and stakeholder management abilities. Demonstrated ability to deliver user-centric service experiences. A passion for driving service quality, operational efficiency, and business value.
Responsibilities
* Strategy Development and Execution: Define and implement the overall Service Catalogue Management strategy, ensuring alignment with Asda's IT and business strategies.
* Strategy Development and Execution: Develop and maintain a roadmap for the Service Catalogue, outlining short-term improvements and long-term maturity goals.
* Strategy Development and Execution: Partner with business stakeholders to identify, define, and prioritise service offerings that meet organisational needs.
* Operational Management: Oversee the design, maintenance, and governance of the IT Service Catalogue and associated service request processes.
* Operational Management: Ensure the catalogue remains accurate, user-friendly, and reflective of current services available.
* Operational Management: Monitor KPIs and SLAs to ensure services within the catalogue meet agreed performance and customer satisfaction levels.
* Operational Management: Drive process improvements to enhance service transparency, usability, and efficiency.
* Compliance and Risk Management: Ensure all catalogue services are fully aligned with ITIL standards and internal governance frameworks.
* Compliance and Risk Management: Establish controls to manage risks associated with inaccurate service information or unmet service commitments.
* Compliance and Risk Management: Conduct regular reviews and audits to maintain integrity and compliance of the catalogue content.
* Vendor and Stakeholder Management: Collaborate with service owners, service providers, and business units to define and manage service catalogue entries.
* Vendor and Stakeholder Management: Act as the primary point of contact for external service providers regarding catalogue-related deliverables.
* Vendor and Stakeholder Management: Negotiate and manage service catalogue-related requirements with third-party vendors and partners.
* Team Leadership and Development: Lead and mentor a team of Service Catalogue Management professionals.
* Team Leadership and Development: Foster a culture of continuous improvement, innovation, and service excellence.
* Team Leadership and Development: Support recruitment, onboarding, and professional development of team members.
You will be responsible for designing, implementing, and continuously evolving Asda's Service Catalogue Management practice. This role requires a deep understanding of IT service management (ITSM) principles, a strong focus on service quality and user experience, and a proven ability to lead cross-functional teams and collaborate with both internal stakeholders and external partners.
* Proven experience in IT Service Management, with a strong focus on Service Catalogue or Service Portfolio Management.
* Solid understanding of ITIL processes, particularly service design, service transition, and service delivery.
* Experience with ITSM platforms such as ServiceNow, with specific expertise in Service Catalogue design and workflows.
* Strong analytical, organisational, and problem-solving skills.
* Excellent communication, facilitation, and stakeholder management abilities.
* Demonstrated ability to deliver user-centric service experiences.
* A passion for driving service quality, operational efficiency, and business value.
Working arrangements
By joining Asda as a Service Delivery Manager for Service Catalogue Management, you will play a critical role in shaping how IT services are presented, accessed, and delivered, directly influencing the organisation's digital transformation and customer experience.
To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.
Benefits
* Discretionary company bonus
* Company pension up to 7% matched
* Company Car allowance of £5,700
* 15% colleague discount in store and online
* Free access to wellbeing services such as Wagestream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
* Asda Allies Inclusion Networks - helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
* Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.
* We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves
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