IndirizzoDescrizione del lavoro:
IT Service Delivery Manager
Salary - National circa ?55,000, London circa ?70,000
Are you someone who wants to help us do things better?
This is a brand-new role within our Technology department, within the Central Operations team. We are re-writing our Tech operations processes, using new tools and skills for the future. This role will suit somebody who enjoys understanding and improving processes, owning customer outcomes, and working with colleagues to balance priorities. This is your chance to make a difference to our customers!
The team works with our 3rd parties, seeking to make all customer journeys function perfectly. It's an excellent opportunity to come in and craft how we do things better; providing the outstanding experience our customers deserve using next-gen tooling and techniques.
A bit about the job:
You will own specific customer journeys on behalf of a group of partners; working with them to ensure the needs of our customers are met now and in the future. You will need to agree the priority of different pieces of work so that we have a clear plan for how our service will improve over time.
You'll represent and understand the customer when you work with our Tech suppliers, defining the critical 'heartbeat' checks required for the customer outcomes you are accountable for - making sure everything is working as it should - and that team members are doing something about it if not.
You'll work closely with your partners across the business to understand what changes they are making to our systems so that we continue to provide brilliant customer service all the time, always. You'll understand what demand our services will have and make sure our systems and our suppliers are ready for it, using your abilities to make sure everyone understands and agrees.
With any new role we'll be starting with the basics and working alongside our partners, defining what's important to our business regarding their journeys and flows. Taking that a step further we'll be detailing the IT components required, how they interact, establishing risk, managing performance, and looking at improvements to meet (COMPANY NAME) needs.
Skills and experience we're looking for:
* We want to work with someone that loves working with people from different backgrounds, using your excellent communication so that everyone understands what's required and what our plans are.
* We want a customer champion. You'll always have our customers in mind when making decisions. You encourage others to do the same.
* Although the role isn't directly technical, we are seeking someone who is technically minded ensuring the full suite of technology and tools are performant in line with business needs.
* Service delivery experience which you will have owned processes and outcomes before. You take accountability for making sure process flows work optimally.
* You'll be motivated to find solutions, using your organisation and problem-solving skills to keep things running, even when we have setbacks. Your background of understanding risk, and leading on issues, will make sure system issues can be avoided in the first place.
What you'll get for this role:
Our purpose - with you today, for a better tomorrow - is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an (COMPANY NAME) colleague.
* Starting salary - National circa ?55,000, London circa ?75,000 (depending on location, skills, experience, and qualifications)
* Bonus opportunity - 10% of annual salary - Actual amount depends on your performance and (COMPANY NAME)'s
* Generous pension scheme - (COMPANY NAME) will contribute up to 14%, depending on what you put in
* 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
* Make your money go further - Up to 40% discount on (COMPANY NAME) products, and other retailer discounts
* Up to ?1,200 of free (COMPANY NAME) shares per year through our Matching Share Plan and share in the success of (COMPANY NAME) with our Save As You Earn scheme
* Brilliantly supportive policies including parental and carer's leave
* Flexible benefits to suit you, including sustainability options such as cycle to work
* Make a difference, be part of our (COMPANY NAME) Communities and use your 3 paid volunteering days to help others
* We take your wellbeing seriously with lots of support and tools
Take a look to learn more. Put a salary into this calculator to see what your total (COMPANY NAME) Reward could be.
(COMPANY NAME) is for everyone:
We're inclusive and welcome everyone - we want applications from people with diverse backgrounds and experiences.
Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you're in a job share just apply as a pair.
We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working -spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.
To find out more about working at (COMPANY NAME) take a look here
We interview every disabled applicant who meets the minimum criteria for the job. Once you've applied, please send us an email stating that you have a disclosed disability, and we'll interview you.
We'd love it if you could submit your application online. If you require an alternative method of applying, please give Matthew Drew a call on 0121 234 7664 or send an email to matthew.drew@(COMPANY NAME).com
