Service Delivery Manager

3 weeks ago

Redditch, Worcestershire, United Kingdom Halfords Full time

Service Assurance Manager Role

As a key member of our team, you will be responsible for delivering an end-to-end view of service performance and customer experience across IT services. This involves working closely with customers and stakeholders to ensure that our services meet their needs and expectations.

You will be responsible for instigating, developing, and implementing service improvement activities to address underperformance or changing business requirements. This will involve working with suppliers and partners to ensure that we are getting the best possible service from them.

Key Responsibilities:

  • Build strong relationships with customers and stakeholders to align IT services with strategic objectives
  • Create close working relationships with architects, product owners, infosec, programme leads, and group commercial to deliver reliable, modern, and robust services
  • Hold regular service performance meetings with associated service providers and perform regular 'dip tests' to ensure accuracy of data
  • Conduct audits of suppliers and partners to validate reporting and provide measurement of services, benchmarking service where appropriate
  • Hold regular service reviews with stakeholders to demonstrate performance and review service risks and undertake customer satisfaction measurement and improvement
  • Define, implement, and govern SLAs for assigned services and ensure delivery of service to agreed levels
  • Work with major incident and problem management teams to ensure next steps are always taken to prevent future MI's
  • Understand business priority, ensure services are aligned to priority, and translate and communicate priority throughout IT
  • Develop a view of customer experience and service performance and deliver this insight to the Head of Service and Operations
  • Proactively identify and deliver service improvement plans (SIPs) required to maintain or improve service levels
  • Act as an escalation point for incidents where exceptional business impact is experienced to ensure appropriate resolution
  • Maintain a service risk register to manage, mitigate, and accept operational risks to service and deliver improvements to mitigate risk
  • Be the custodian of live service, approve changes to assigned services to ensure impacts are understood and service performance is not negatively impacted
  • Working with the Service Introduction Manager, ensure delivery of new services, including service level requirements, measurement capabilities, and agreement with stakeholders and product teams
  • Continually improve monitoring and observability for faster rectification of issues.

Requirements:

  • Solid technical background and commercial awareness to participate in technical and commercial discussions
  • Relationship building skills and the ability to empathise with customers and their needs
  • Ability to understand technology requirements and drivers
  • Experience to conduct meaningful discussions around how IT services meet customer needs
  • Proficiency in customer management techniques: the complete sequence of activities required to manage customers' expectations from understanding customer requirements to capturing and delivering a service
  • The ability to demonstrate a high level of presentational skills adapting to all levels of audience
  • Ability to lead virtual support groups, suppliers, and internal and external customers
  • Previous involvement with managing third-party suppliers
  • A customer-obsessed approach to working, making sure our systems and services are working to enable every sale across every area of business (web/garage/store)
  • A passion for reporting – being able to take the key messages away from data and presenting to all levels of the organisation
  • Drive and ambition, wanting to extract the very best out of suppliers and teams
  • Experience implementing improvement plans across a range of business units and services and understands the commercial implications of the work undertaken/improvements required
  • Good working knowledge of the key service management processes
  • Strong service and continuous improvement ethos

Working Arrangements:

Hybrid working with some travel to our support centre in Redditch, Worcestershire, required at times.

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