Company Description Culina Group Limited, through its subsidiaries, provides logistics, warehousing, distribution, and other services for the food and drink industry in United Kingdom and Ireland. It provides chilled, ambient, contract packaging, and bonded logistics services, as well as value-added services, such as online visibility and systems integration, pallet management, and supply chain management. Job Description Joining Culina Group as Service Delivery Manager, you will be responsible for the Management and efficiency of day to day operation of the Group IT Service Delivery Function. Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed. Shifts: Monday to Friday Key Duties; Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded. Produce performance reports to agreed schedule or upon request. Team Management: holiday, expenses and absence management duties, including disciplinary / grievance resolution and yearly performance reviews. Team mentoring and leadership – training and shaping the team to strive for excellence. Onboarding of new team members and encouraging the development of existing team members. Providing an escalation path for the business for issues / queries. Managing the allocation, prioritisation and progression of tasks. Operate department processes on an on-going basis ensuring they are both current and reflect best practice (in line with all department job descriptions and objectives), whilst being commercially sound Ensure customer service and business KPI’s are set, maintained and improved through the IT functions’ objectives Make best use of business in-house systems, understanding how they can be used most effectively in your team Ensuring that the team produces updated news items, vacancies and process updates on the Intranet as they occur inclusive of the system accurately reflects your current team and processes Liaise with SLT, technicians and business representatives from all departments acting as the primary source of support between IT and the business. Third party support contracts, service desks and service suppliers Delivering PDP’s to your team and create opportunities for succession planning. Ensure that IT systems are maintained in line with supplier recommendations / best practice Ensure that systems are able to operate in line with business requirements Create proposals from recommendations to the Group Director of IT Service, Operations & Infrastructure relating to system improvements where applicable. Qualifications Minimum requirement of ITIL v3 knowledge IT Management experience in a contact centre environment. Knowledge of service delivery and service support disciplines as defined under ITIL. Specialist knowledge in developing and maintaining ITIL policies and procedures. Project management Report Writing, Production of Graphs and Trend Analysis Presentations Staff Recruitment, Training, Development and Performance Management Leadership, managing and motivating a team (remote) with the ability to prioritise changing workload and execute requirements efficiently Additional Information As part of our drive to make Culina Group a great place to work. We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers. Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives. Our People are the driving force behind our success, which is why we offer a wide range of benefits which include: Annual Leave - Competitive holiday entitlement of 25 days plus the bank holidays Company Bonus – We do our best work to succeed together. When we achieve our goals you'll be rewarded through our bonus scheme Private Medical Cover– This gives you peace of mind, you have choice, flexibility and speed of access to the most clinically appropriate care via Bupa Pension scheme – we want colleagues to enjoy a comfortable retirements so we offer a great contribution of 5% employee and 8% employer Life Assurance - x4 your annual salary Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards. Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings!When our staff have passion for what they do they work with more care and attention which is reflected to our clients, Click APPLY NOW to JoinOurWinningTeam and begin your career today