Global Service Delivery and Mi Management Lead

3 weeks ago

Addlestone, United Kingdom Brambles Group Full time

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model


**Job Description**:

- Position Purpose
- The Service Delivery and MI Management Lead 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. The Service Delivery and MI Management Lead 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. The Service Delivery and MI Management Lead 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 Service Delivery and MI Management Lead 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. The Service Delivery and MI Management Lead 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.

The Service Delivery and MI Management Lead 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.).

The Service Delivery and MI Management Lead will be responsible 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 as per the specific JD 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 a

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