Site Services Specialist

7 months ago

Southampton, United Kingdom Kingfisher Full time

Overview:
We’re Kingfisher, A team made up of over 82,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. We are open to flexible and agile working, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & Yeovil. Talk to us about how we can best support you. Group Tech (KITS) provides IT solutions and service delivery to the Kingfisher operating companies. The Site Services team are accountable for all physical IT changes in Kingfisher’s stores and sites. This includes handling contracted services for ‘break fix’ and ‘managed services’. Within the team, the Site Services Specialist handles ‘break fix’ and led services day to day. This role will be customer focused and must ensure all managed contracts and agreements with suppliers support the needs of the business and that all suppliers meet their contractual commitments. The role is an important part of the overall Group Tech service with focus on making sure that the suppliers / contracts are operating effectively, efficiently and delivering their contracted commitments as a minimum, ensuring we obtain value for money.

What's the job?:
This role will manage the day to day operational vendor management activities being provided for our stores and sites. This Specialist is accountable for ensuring that service levels and contractual obligations are being delivered by the vendors providing services to our Stores and Sites.
- Monitoring of SLA & KPI performance of the Vendor against contractual obligations to ensure the required consistent service levels are delivered to the business needs.
- Facilitates delivery of weekly and monthly service reviews so that any service issues are identified and rectified through an agreed improvement plan.
- Management of asset and process changes impacting the contracts, so that the changes do not adversely impact the services provided and to also deal with exceptions, critical issues or complaints about the service being provided by our Vendors.
- Be responsible for contract performance of analysis to detect patterns of service delivery performance across vendors/engagements.
- Ensure Reporting targets are adhered to by the Vendor and provide internal daily, weekly & monthly reporting on Vendor performance to internal collaborators as required and monitor the Vendors performance against agreed processes.
- Request, validate or amend any changes to contracts, service definitions or schedule of works to ensure services continually meet business needs.
- Develop and maintain an innovative service improvement plan to grow opportunities for improving customer satisfaction by improving the services.
- Provide analysis and drive appropriate cost savings.
- Work with the line of business to highlight and raise any gaps to resolve any deficiencies or outstanding issues.

What you'll bring:

- Validated experience of working within a large retail environment or proven experience of handling 3rd party vendor contracts.
- Knowledge of ITIL best practices and processes - minimum ITIL foundation qualification.
- Understanding and experience of contracts incorporating SLAs and KPIs.
- Excellent communication skills, both oral and written, with the ability to articulate complex and sensitive issues.
- Competent user of Service Now or similar IT toolsets.

**Be Customer Focussed** **-** **constantly improving our customers experience**:

- I listen to my customers
- I use available data to help make decisions

**Be Human - acting with humanity and care**:

- I do the right thing
- I am respectful

**Be Curious - thrive on learning, thinking beyond the obvious**
- I build and share new ideas
- I try new things and share my learnings

**Be Agile - working with trust, pace and agility**:

- I have courage to be creative
- Done is better than perfect, I aim for 80/20

**Be Inclusive - acting inclusively in diverse teams to work together**
- I embrace allyship
- I have self-awareness and a desire to learn

**Be Accountable - championing the plan to deliver results and growth**
- I own my actions
- I understand the Kingfisher plan and how it relates to my role

**#li-bn1**:

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