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IT Service Delivery

2 months ago

Trowbridge, United Kingdom Apetito Full time
Overview We are looking for an IT Service Delivery & Change Leadto lead us into the next chapter of our IT provision.
You will promote and lead excellence in IT, maintaining a 360 view of service to the business.
This will include monitoring and transition of new services or services in production as well as using continuous improvement methodology to increase efficiencies, safety and experience of users.
You'll utilise systems and methods to measure service delivery success and addresschallenges.
Stakeholder relationships are critical for this role and you will need to collaborate with colleaguesacross the business and within IT teams.
Also supporting internal and external auditors where necessary
apetito is the UK's leading supplier of food to the health and social care sectors. Servicing over 400 hospitals, 450 care homes and thousands more through our work with Local Authorities, we produce delicious, nutritious, and sustainable meals for people at home or in care. Through our food we look to 'make a real difference' to all our customers, up and down the country.
Our Values
Established in 1958, as a family-owned business, our values sit at the very heart of what we do. We are proud to be a business that 'makes a real difference', committed to producing 'great food to be proud of'. We have developed a range of products designed to 'enhance health and well-being' for all our customers. We are proud supporters of British food and farming and focus on using the best 'ethical and sustainably' sourced produce.
We are driven by a 'passion for service', dedicated to feeding some of the UK's most vulnerable people, offering healthy and delicious meals to customers across the UK.
Ethical & Sustainable
As a business which operates within food manufacturing, we believe we have an obligation to make a positive contribution on society. With over 300 products in our range, we ensure our produce is ethically and sustainably sourced, working only with suppliers who share our commitment to making a positive impact.
We're a proud member of the Ethical Trade Initiative (ETI), a leading alliance of companies, trade unions and NGOs, that promote respect for workers' rights globally. We are also a living wage employer.
Responsibilities
Taking accountability for service delivery excellence, exceeding customer expectations and driving customer satisfaction scores
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Conduct weekly servicereviews with operational level business managers and internal IT teams
Conduct monthly service reviews with senior business stakeholders and IT leadership team
Provide accurate and regular SLA/KPI reports and trend analysis to the management on service delivery performance
Manage the transition of new services, including ensuring all entry into service criteria has been met
Ownership of Change Approval Board (CAB) meetings
Ownership of Problem meetings
Ownership of Major Incidents, coordinating with resolution parties, establishing effective communication between stakeholders, and managing post-incident reviews
Managing of IT third-party relationships & contracts
Conduct continual service improvement meetings and be responsible for driving the improvements
Point of contact for business customers and escalations About you
Essential:
Solid ITIL knowledge, and specific demonstrable experience across all the ITIL processes (e.g. Incident, Problem, Change, Knowledge, Asset & Configuration)
Experience implementing and managing a service delivery framework
A solid experience and understanding of the management of commercial contracts and SLA's
Experience of mapping, documenting and implementing business processes and ensuring continuous improvement
A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure
A passion for service management, focus on continual improvement and enthusiasm to learn
A flexible 'can do' attitude
Strong communication/presenting ability
Engage credibly with senior business stakeholders
Able to proactively prioritise and manage tasks, able to adjust on the fly as needed to meet business requirements
Excellent organizational skills, able to manage your own workload and support other team members. Able to multi-task efficiently as required
Calm under pressure and focus on the priorities when situations arise
Work on your own initiative when required, as well as in a team
Understanding and experience within service transition and importance of safe delivery of new services
Desirable:
Experience with Atlassian Jira Service Desk, Project and Confluence
ITIL certification This role will be based at our Trowbridge head office, but may involve travel to support the business