Job Introduction We’re excited to announce an IT Service Delivery Manager position within our team. If you're passionate about IT, thrive in dynamic environments, and excel at ensuring top-notch service delivery, this could be the perfect role for you! As the Service Delivery Manager (SDM), you will build and maintain strong relationships with key stakeholders throughout the business, oversee supplier performance, and manage IT support contracts. We are committed to delivering exceptional services to colleagues across cardfactory by ensuring service level agreements (SLAs) are met, processes are well-documented and followed, and fostering a culture of continuous service improvement. Additionally, the SDM will align the Service Management function with the organisation's long-term strategic objectives, driving operational excellence and supporting our business goals. Based at Junction 41 in Wakefield, with free parking and a flexible, hybrid way of working, this is a fantastic opportunity to make a real impact in our team. Colleagues are required to work in the office for a minimum of 1-2 days per week, with the expectation of additional attendance when needed. Main Responsibilities Develop a full understanding of the IT systems and services used by cardfactory colleagues, the processes they undertake and IT systems that contribute to wider organisation goals to create clear service definition documentation for all lines of service consumed by the business. Work closely with IT functional and platform squads to provide input into and validate proposed service designs for new solutions/services. Build mutually beneficial stakeholder relationships and ensure a positive perception of the IT services delivered. Co-ordinate the management and resolution of major incidents in line with the IT Incident Management process, keeping stakeholders informed, identifying lessons learned and driving follow up actions. Delivers effective Problem Management, taking responsibility for identifying trends in issues over time, prioritising problems, understanding their complexity and updating key stakeholders. Ensure the IT Change Management process is adhered to and attend Change Approval Board (CAB) as required. Work with Vendor Management to ensure timely renewal of support contracts, and support contract negotiations, where required, to ensure they continue to deliver value. Work closely with the delivery teams to ensure Service Transition process is followed to facilitate the acceptance into support of new services. Regularly meet with key business stakeholders to review the ongoing IT service, identify and recommend areas for improvement and optimisation and ensure IT engagement on any relevant business led projects in their areas and identify any impact on annual and strategic IT plans. Manage SLA adherence with internal IT squads and ensure service metric reports are regularly produced to demonstrate service delivery performance and to manage performance of key support partners, undertaking service review meetings and reviewing their adherence to SLA’s Develop and maintain ongoing IT service improvement /enhancement plans, working collaboratively with IT squads and third parties to ensure recommended actions to resolve The Ideal Candidate At least 2 years’ experience in a similar IT Service Delivery Management role SLA management and Service Performance reporting Strong customer focus Good IT technical aptitude, with a passion for identifying and driving service improvements. Exceptional stakeholder management skills with the ability to quickly establish rapport and gain trust. Excellent verbal and written communication skills; including ability to communicate with both technical and non-technical audience, at all levels of organisation Experience of matrix managing other teams to drive resolution to technical problems Motivated and enthusiastic individual with a positive ‘can do’ attitude. High degree of professionalism, with confident presentation skills Demonstrates active listening and problem-solving skills. Flexibility required to provide support outside of core business hours to assist in the resolution of major incidents. Exposure to a high-volume retail environment is preferred, but not essential Reliable individual, who is quick to respond to issues. Ability to work effectively and maintain a level head when dealing with high pressure situations Qualifications: Certified to at least ITIL Foundation level or can demonstrate equivalent work experience in ITIL environment. About The Company Card Factory is the UK’s leading specialist retailer of greeting cards, dressings, and gifts with over one thousand stores across the UK and Ireland. In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer. This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey. In return, we offer a wide range of benefits to support your physical, mental, and financial well-being. Benefits 25% Card Factory colleague discount in-store and online Save As You Earn scheme Financial Wellbeing Support Financial Education Tools Salary Advance Seasonal incentive schemes Opportunity to apply for Retail Apprenticeships Access to blended learning and development content Discounted mobile phone contracts Discounts across 100’s of UK retailers Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now. We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. No agencies, please.
