Service Delivery Managers are responsible for service standards of our business orientated technologies. You will be responsible for all stages of service within the lifecycle driving service excellence with a blend of ITIL and Agile. You must maintain exceptional relationships with stakeholders to manage their needs, technical teams to maximise service and delivery and suppliers to manage the service they provide/
Key Accountabilities:
* You will be the focal point for all transitional activities for your respective area.
* You will act as a point of escalation for all Business as Usual (BAU) incidents and problems to ensure service disruption is minimised and communication between all parties is managed.
* Manage the lifecycle of responsible services
* Collaborate with key IT areas to develop roadmap for all responsible services
* IT Service Evangelist to show what "good" looks like
* Ensure teams adhere to operational processes and drive service excellence
* Provide operational measurement for workplace and respective services
* Regularly meet with IT management and technical teams to review how service is being delivered
* Collaborate with Operational management and end users to ensure customer excellence
* Define SLAs and ensure the SLAs are achieved; service quality and internal customer expectations are met or exceeded.
* You will act as Incident Manager and be responsible to the co-ordination and communication of major incidents to reduce business impact and communicate progress to your stakeholders. This will involve rostered out of hours On Call.
* Identify, record and report all technical risks to Senior Leadership team and act as co-ordinator to ensure correct and timely risk mitigation activities occur.
* Support stakeholders in identification and management of problem records to affect appropriate prioritisation and resolution.
* Seek every opportunity to look to improve service availability, standards and functionality to our stakeholders while championing industry best practises.
* Act as an evangelist to promote that best practice is implemented during service design to ensure correct alerting & monitoring, maximum service availability, graceful service failure processes, minimise risk of introducing new bugs and optimal supportability in terms of ease and cost.
* Seek opportunities to reduce operational and contractual costs or increase the value of these services.
* When necessary, provide product and service demonstrations to stakeholders or RI Tech teams and support with any training requirements on IT Service Management (ITSM) tooling or practises.
* Assist teams with company and legal compliance requirement such as GDPR and identify and report any issues to relevant teams.
* Ensure Tech teams create and maintain the necessary documentation whist identifying the leanest requirements to avoid duplicated effort or stolen time.
* Supplier and contract management for new and existing suppliers. Support with contract negotiation and supplier reviews and KPI reporting.
* Support project teams with business cases and requirements when needed.
* Liaise with our procurement teams for new device, service and product purchasing.
* Review and report on service performance of teams within RI Tech and highlight opportunities for improvement and acknowledgment.
* Build trusted relationships with business teams and act as a point of contact and escalation for the customer. Work with business teams to have a good understanding of daily operation and represent the business and customers interests and concerns internally.
* Define and document operational processes and set the standard for what good service looks like.
* Conduct Root Cause Analysis reviews and document and manage all proactive actions to reduce risk/reoccurrence of major incidents.
* Provide regular high-quality executive reporting about service-related matters and any ad hoc requirements.
Key Skills:
* Previous experience in an IT service management role - Good understanding of IT infrastructure at a high level; Servers, Networks, Firewalls, Databases. Note however that this is not a hands-on technical role.
* Excellent IT skills, computer literacy and organisational skills.
* Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
* Ability to demonstrate practical troubleshooting and problem analysis techniques
* Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing
* Excellent attention to detail and ability to show initiative
* Excellent knowledge of Customer Service best practice
* Strong Leadership qualities and influencing skills
* Willing to work flexibly
* Supplier and internal customer management process definition and execution
* Experience managing third party suppliers and partners
* Has the ability to understand and translate technical explanations for stakeholders and also articulate stakeholder needs to technical requirements.
* Is able to inform, update and efficiently set end user expectations through verbal and written communication.
* Support teams in multiple capacities when required from technical support, defining business cases and requirements, testing and acting as project/ delivery lead.
Qualifications and Experience:
* ITIL Certifications
Technical Competencies:
* Action Planning - Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements
* In-Depth Questioning - Uses comprehensive knowledge and skills to act independently while guiding and training others to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution
* Risk Management - Uses comprehensive knowledge and/or skills to act independently while providing guidance and training to others on identifying, assessing, prioritizing and managing risk
* Data Collection and Analysis - Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making
* Questions Strategically - Uses comprehensive knowledge and skills to act independently while guiding and training others to uncover clients explicit needs and/or unforeseen opportunities and challenges
Behavioural Competencies:
* Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations
* Plans and Aligns - Plans and prioritizes work to meet commitments aligned with organizational organisational goals. For example, strengthens alignment and coordination between own work and others, providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays
* Ensures Accountability - Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
* Business Insight - Applies knowledge of business and the marketplace to advance the organizations goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions
* Action Oriented - Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
About Us
Were a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together - and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.
This role is based at our Head Office in West London. Check us out here on a map.
What we can offer you:
Generous 50% staff discount so you can treat yourself to the latest products, and a bargain staff shop on site!
Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more through Reward Gateway!
A free onsite gym, subsidised restaurant & café to fill you needs. Various social events to socialise throughout the year.
Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment. We also work closely with the Retail Trust to create dedicated support for all our Islanders!
Flexible working is a given, on top of payday and summer early finish Fridays.
Give as you earn scheme, a Giver Island day each year and receive matched funding.
Support with upskilling through on the job training and qualifications. A succession plan if you want to progress.
A generous bonus scheme & private pension plan.
The choice to opt in for healthcare through our provider AXA.
25 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday twice a year for whatever the need!
Keeping You Safe
At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values- including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs. To find out more, please visit www.gov.uk.
Our Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise. To find out more about this interview process, check out our hiring process below.
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