Retail IT Operations Manager
3 weeks ago
We are looking for an enthusiastic Retail IT Operations Manager to serve as the main liaison for our Vets for Pets Technical Services.
This position is responsible for overseeing Service Management for Retail IT services. This includes managing relationships with external IT partners, handling service contracts, renewals, and Service Improvement Plans, as well as implementing strategies for operational services that support our Retail teams.
In collaboration with the Retail Technology Business Partner, you will lead the resolution of Major IT Incidents affecting the Retail sector and act as a key point of escalation when issues are prolonged. You will safeguard service quality through effective change management governance that impacts Retail services and evaluate the effects of technical projects on the ability of Retail staff to perform their duties efficiently.
This role is one of operational leadership, providing strategic direction and guidance for the Retail IT Service Desk support team. You will also work closely with other Service Delivery Managers to ensure that operational services are delivered consistently and meet the expectations of the business.
Note: This role requires a presence in Handforth for approximately 60% of the week, along with regular travel to Retail locations across the UK.
Key Responsibilities
Service Relationship:
- Serve as the primary contact for our Vets for Pets function, ensuring exceptional customer service and cost-effective IT service management.
- Oversee relationships with external IT partners, managing contracts, renewals, service evaluations, and improvement initiatives.
- Track and manage KPIs generated by the IT service and operations team to maintain performance standards.
- Collaborate with fellow IT Service Managers to enhance Service Improvement Plans.
- Act as a key resource for incident resolution and prioritize ongoing service enhancements.
- Work with IT and business teams to tackle significant service challenges and prioritize necessary improvements.
- Potential on-call responsibilities as an escalation point within the senior IT Service Operation team.
Business Partnering:
- Assist the Technology Business Partner in formulating technology strategies, identifying solutions, managing risks, and fostering relationships.
- Integrate within the Vets for Pets management team as a trusted technology advisor.
- Translate business strategies into clear requirements for IT teams to deliver high-quality solutions and services.
- Represent IT capacity to ensure clarity of service expectations within the business area.
Project Delivery:
- Support project initiatives within the delivery teams.
- Collaborate with the business analysis team to articulate, prioritize, and understand project requests.
- Mitigate risks associated with change delivery, including quality assurance and business risk assessments for implementation.
- Provide guidance and oversight to change teams delivering for the business area.
Skills / Competencies Required
- Extensive experience in service management, partner management, people management, and project delivery.
- Ideally, experience in a clinical setting.
- Proficiency in managing technology service delivery within a complex business environment.
- Customer-focused approach with an emphasis on outcomes.
- Proven experience in IT Service Management with business relationship or project/portfolio management experience.
- Comprehensive understanding of technology and its application to business challenges.
- Strong communication skills with the ability to convey strategies, visions, and desired outcomes.
- Ability to engage and influence key stakeholders.
Qualifications
- ITILv4 certification is preferred.
At Vets for Pets, we believe in the value of diversity and inclusion. We are inspired by pets, who see people without bias. We aim to reflect the diversity of the communities we serve, and every colleague plays a role in achieving this. We encourage our team members to be their authentic selves, and we welcome unique contributions that align with our values and behaviors.
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Retail IT Operations Manager
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Handforth, Cheshire East, United Kingdom Vets for Pets Full timeWe are looking for an enthusiastic Retail IT Operations Manager to serve as the main liaison for our Vets for Pets Technical Services. This position is responsible for overseeing Service Management for IT services provided to the Retail sector. This includes managing relationships with external IT partners, handling service contracts, renewals, and Service...
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