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Senior IT Service Delivery Manager

2 months ago

London, Greater London, United Kingdom Caffe Nero Head Office Full time
{"title": "Senior IT Service Delivery Manager Opportunity", "subtitle": "Lead IT Service Delivery at Caff\u00e9 Nero Head Office", "content": "

We are seeking a highly skilled Senior IT Service Delivery Manager to lead our IT service delivery team at Caff\u00e9 Nero Head Office in Covent Garden, Central London.

The successful candidate will be responsible for delivering high-quality IT services to our teams, ensuring seamless operations, and driving business performance through service and technology innovation.

Key responsibilities include:

IT Service Delivery
  • Accountable for high-quality service levels across the IT department.
  • Responsible for ITSM platform and how it facilitates the IT operation and process.
  • Implement Asset Management to categorize, assign, and track equipment through ITSM.
  • Own the Major Incident Process, ensuring communication across the business and RCA is achieved.
  • Own the Change Process and champion agreed practices and processes.
  • Problem Management and Trend Analysis.
Supplier Management
  • Forge strong relationships with suppliers, owning SLAs and escalation paths while promoting service excellence.
  • Ensure supplier contracts meet expectations with respect to service and functionality.
Leadership
  • Lead, coach, develop, and motivate the team to achieve high performance and personal growth.
  • Report and present to the wider IT department on weekly priorities, SLAs, and ITSM KPIs.
  • Oversight of performance metrics, implementing corrective measures where needed.
  • Be the port of call for business escalations; relieve tensions, solve problems, and give realistic expectations.
IT Business Solutions
  • Ensure technical documentation, call scripts, knowledge bases, and known issues are in place and trained in for smooth support transitions.
  • Collaborate with the IT Project Management team to define the scope and objectives of new technology deployments.
  • Identify and interpret technical requirements.
  • Ensure software and hardware deployments are supported and provide testing resource where needed.

The ideal candidate will have:

  • Solid experience in an IT leadership role (Service Delivery or IT Support Management), ideally in a multi-site retail or hospitality environment.
  • A working knowledge of IT Service Management principles (e.g., ITIL).
  • Experience of assessing and identifying IT solutions in an entrepreneurial and fast-moving environment.
  • Great written and spoken communication skills – an ability to articulate in an engaging way, whoever that's with.
  • A process-driven approach, especially around service.
  • Adaptability of style, bringing people with them, whether or not they're technically minded
  • Strong business partnering experience.
  • Commercial and KPI awareness, with the ability to drive performance through others.
  • An ability to understand, analyze, and manage detail, while focusing on wider business objectives.
  • An aptitude for translating business requirements into technical solutions.
  • Strong experience in supplier and stakeholder management.
  • A relevant IT qualification.

We offer a wonderful place to work, with access to our benefits platform, giving discounts at the touch of a button. We also offer 25 days holiday per annum (plus bank holidays), rising with service, and a range of other benefits.

", "lang_code": "en-US"}