IT Support Delivery Manager

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Greggs Full time
Job Title: Technical Delivery Manager

Greggs is undergoing a significant transformation, driven by the adoption of cutting-edge technology across our business. As a key member of our IT team, you will play a pivotal role in ensuring the seamless delivery of our technology enhancements and maintaining exceptional support for our current systems.

We are seeking a highly skilled and proactive IT leader who embodies the Greggs values and can contribute to our dynamic team. As a Technical Delivery Manager, you will be responsible for developing and implementing the IT Support strategy, managing complex projects, and fostering strong relationships with stakeholders across the business.

Key Responsibilities:

  • Develop and manage the IT Support strategy, ensuring alignment with business objectives.
  • Lead the delivery of IT Support Services, driving continuous improvement and service excellence.
  • Manage IT support processes, including incident management, change management, and problem management.
  • Establish and monitor KPIs to measure support effectiveness and drive service improvement.
  • Collaborate with the IT Services function to develop a proactive monitoring strategy.
  • Act as the primary point of contact for IT Support escalations and major incidents.
  • Manage stakeholder relationships, ensuring effective communication and issue resolution.
  • Line management responsibility for the IT Support team, including Service Desk and second-line support team members.
  • Manage resource requirements, ensuring efficient and effective IT Support staffing.
  • Oversee the management of OPEX and CAPEX budgets for the IT Support function.
  • Develop and maintain relationships with 3rd party vendors providing critical technology services.

Requirements:

  • Proven experience in delivering IT services at an enterprise level.
  • Ability to think logically, overcome problems, and interpret and present key data.
  • Digital literacy, with proficiency in standard office tools used in change management.
  • Experience working in dynamic business environments, managing multiple initiatives in parallel.
  • Knowledge of food-to-go or similar retail business environments is a plus.

About Greggs:

At Greggs, we pride ourselves on our culture, which is built on our values and the way we support each other. We're a company that loves what we do and has fun doing it. If you're passionate about technology and want to be part of a dynamic team, we encourage you to apply for this exciting opportunity.

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