Sr. Manager, Global IT Service Delivery Management

As a pioneer of the sharing economy, Brambles/CHEP is one of the world’s most sustainable logistics businesses and our culture is reflective of our people, our purpose, the experience people bring, and the experiences they have. We operate in 60 countries, with over 12,000 people and 123 different nationalities. Customer Experience and Transformation are Brambles/CHEP’s core priorities .

Position Purpose

The Sr. Manager, Global IT Service Delivery Management will join the newly created IT Service Management function, will own the day-to-day execution of Service Delivery and Major Incident Management disciplines across the IT technology landscape. This role will be accountable to own and manage the resolution of all Major Incidents occurring within all technology towers across Internal, External and 3rd Party suppliers and will unite internal and external teams across Service Management, Technology Services Platform teams, Business Platform teams and Product teams to ensure suitable process automation is in place and that there is a collaborative and effective approach to both Service Delivery and Major Incident Management.

The Sr. Manager, Global IT Service Delivery Management will develop and embed processes throughout Technology Services that focus on delivering service excellence to our Brambles users, this will include the delivery of improved Incident Management and Service Delivery processes (Proactive queue management, Push Left, Reduced Reassignment Counts, Aged Ticket analysis, Request and Approvals automation etc.) and other processes focused on positive customer satisfaction and continuous service improvement. Will be accountable for reviewing, updating and then owning all documentation related to Service Delivery and MI Management Standards, Policies and Processes and will ensure that communication and training is undertaken across Brambles and its Suppliers and 3rd Parties where future changes to Service Delivery and MI Management Standards, Processes and Policies are required.

This role will be responsible for ensuring that all requirements for Service Delivery and MI Management reporting, data and information are understood across all workflows and processes that integrate with Service Delivery and MI Management Processes (Availability, Incident, Problem, Knowledge, Change, Configuration etc.) and for supporting the leadership and direction of the newly created IT Service Management function and will be expected to contribute to the formation of a service management culture within Brambles.

This role may also act as Global Major Incident Manager and facilitate the timely recovery of all service-affecting technology incidents and management and control of Service Delivery Management within Brambles. The Service Delivery and MI Management Lead will be the owner of Service Delivery processes, be expected to undertake senior Service reporting, conclude Root Cause Analysis, carry out Service Improvement and undertake exercises that will improve levels of User satisfaction. Therefore, this is a key operational role in the Technology Services organisation and requires the ability to operate effectively under pressure and to demanding deadlines.

Major / Key Accountabilities

• Provide Service Delivery and MI Management process direction by setting clear objectives and priorities across the processes to support a culture of service excellence and improving customer satisfaction.
• Ensure processes are in place to fully understand Regional and Global Service Demand as new and improved Business strategy and Projects are defined by our Regional and Global Leadership and Business Users.
• Support the implementation of the strategic ITSM function, with a focus on Service Delivery Improvement ensuring full adoption of agreed changes to processes and workflows (i.e. Aged Ticket, Shift-left, reassignment reduction, Incident coordination etc.) to realise maximum benefit.
• Advise, provide guidance and direction of Service Delivery and MI Management SLA’s, OLAs etc. to support the operational objectives of existing and new service delivery.
• Own Process Improvement protocols post-major incidents and ensure process uplift where appropriate.
• Set up and manage triage teams for Major incidents which run across areas of responsibility and run to satisfactory conclusion and closure whilst maintaining the required communication with Users and Brambles Technology Leaders.
• Agree and Implement strategic quality assurance standards into Service Delivery and Major Incident Management and ensure that appropriate metrics and trend reports are in place within the Service Delivery sphere of influence.
• Contribute to the promotion of a strong customer-first culture that extends across all service delivery teams, including delivery of service performance metrics and support, driving CSI projects, and delivering training and communication to Regional and Global Users.
• Work collaboratively across platform teams and the various platform and product owners to identify the best areas for continuous improvement.
• Develop, motivate and retain a competent and professional team in line with the Company’s HR procedures.
• Meet the governance, policy and process requirements e.g., Business and financial planning, procurement, internal audit, people and policies.
• Where relevant, ensure that there is an effective organisational structure in place which enables delivery of ITSM objectives and champions the strategic importance of people, talent management and development issues, building a strong culture of continuous learning and knowledge sharing between specialists and generalists.
• Develop and execute an effective risk framework for the area of responsibility.
• Be involved in regular operational reviews in liaison with IT Operations Governance and wider stakeholders as required.

Key Contacts

Internal

• Technology Services Leadership and Peers
• Leadership and Peers in Digital and Supply Management
• Regional and Global Leaders and Teams

External

• Vendors and Contractors as needed

Qualifications

Essential

• Bachelor’s degree in Computer Science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience.
• ITIL v.3 or v.4 Specialist Qualification.

Desirable

• SIAM knowledge.

Experience

• Significant previous experience within an IT focussed role.
• 10+ years’ experience managing or influencing technical staff and projects.
• Significant proven success in improving the customer experience.
• Experience working within a matrix structure.

Skills and Knowledge

Stakeholder Relationship Management

• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
• Implements a communications strategy, including -but not limited to- handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately.

Project Management

• Takes full responsibility for the definition and entire management from start to finish including -but not limited to- costs, schedule, resources, risks, quality, testing, documentation and change management until production with satisfactory completion of medium-scale projects (typically lasting 12+ months, with direct business impact, large (10+) teams and immovable deadlines).
• Provides effective leadership to the wider team and takes appropriate action where team performance deviates from agreed tolerances.

Third Party Supplier Relationship Management

• Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties.
• Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.
• Is responsible for the management and implementation of supplier service improvement actions and programmes.

Technical and Business Knowledge

• Multi-domain technical expertise (in at least 4 areas) including: data center, hosting platforms, messaging/collaboration, client services, voice & data networks, application technology services, and IT service management.
• ITIL v.3 or v.4 Specialist Qualification; detailed knowledge of IT Service Management and its impact on creating effective IT organisations.

Essential Languages

• English

As an inclusive employer, Brambles wants to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore encourage you to inform your Talent Acquisition Partner of any reasonable adjustments you might need to enable this to happen.

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com