Retail IT Operations Manager

3 weeks ago

Handforth, Cheshire East, United Kingdom Vets for Pets Full time

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 IT services provided to the Retail sector. This includes managing relationships with external IT partners, handling service contracts, renewals, and Service Improvement Plans, while also executing the strategy 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 business and act as a key point of escalation for prolonged issues. You will safeguard service continuity through effective change management governance that impacts Retail services and evaluate the implications of technical projects on the ability of Retail staff to perform their duties effectively.

This role requires operational leadership, providing senior guidance, strategy, and direction 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 business's needs and expectations.

Due to the operational demands of this role, it is expected that on-site presence will be necessary for approximately 60% of the week, along with regular travel to various locations.

Key Responsibilities

Service Relationship:

  • Act 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 reviews, 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 drive Service Improvement Plans.
  • Serve as a vital link for incident resolution and prioritize ongoing service enhancements.
  • Work with IT and business teams to tackle key service challenges and prioritize necessary improvements.
  • Potential for 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, discovering solutions, managing risks, and maintaining 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 activities 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 go-live.
  • Provide guidance and oversight to change teams working for the business area.

Skills / Competencies Required

  • Extensive experience in service management, partner management, people management, and project delivery.
  • Experience in a clinical setting is preferred.
  • Proficiency in managing technology service delivery within a complex business environment.
  • Customer-focused approach with an emphasis on outcomes.
  • Demonstrated 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 effectively.
  • Ability to engage and influence key stakeholders.

Qualifications

  • ITILv4 certification is preferred.

At Vets for Pets, we believe in the value of diversity and inclusivity. We encourage all individuals to bring their unique perspectives and experiences to our team.

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