IT Support Delivery Manager

1 month ago

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

Greggs is undergoing a significant transformation in its technology landscape, with various initiatives aimed at improving retail solutions, manufacturing and logistics, customer solutions, and more. To support these efforts, we need a proactive, creative, and innovative IT leader who can play a key role in our ever-evolving team.

The IT Support Delivery Manager will be responsible for the delivery of successful outcomes to our customers across the business. This includes developing and managing the IT Support strategy, accountable for the delivery of IT Support Services, and managing IT support delivery and processes within the Service Desk 1st Line and 2nd line support team.

Key Responsibilities:
  • Develop and manage the IT Support strategy across all business functions and technology stacks.
  • Accountable for the delivery of the IT Support Services across the Greggs business.
  • Manage IT support delivery and processes within the Service Desk 1st Line and 2nd line support team including incident management, change management, and problem management.
  • Develop and Implement KPI's across the support function to monitor support effectiveness and continuous service improvement.
  • Carry out regular, data-driven, service reviews with key stakeholders both within IT & Business Change (IT&BC) and the wider Greggs business.
  • In collaboration with the wider IT Services function develop, maintain, and operate a proactive monitoring strategy.
  • Act as the point of contact for IT Support escalations both within IT&BC and the wider Greggs business.
  • Manage and co-ordinate major incidents during significant service outages.
  • Manage stakeholder relationships with other functional leads within IT&BC and leaders within the wider Greggs business.
  • Accountable for the review and acceptance of new or changing services and solutions transitioning into the IT Support team.
  • Line management responsibility for the IT Support team including Service Desk and second line support team members.
  • Manage resource requirements with regard to IT Support staffing ensuring head count meets ongoing support requirements efficiently and effectively.
  • Responsible for the management of OPEX and CAPEX budget falling under the remit of IT Support.
  • Supplier Management with accountability for relationships with 3rd party vendors providing supporting services in critical technology areas.
  • Accountable for service improvement within the IT support function.
  • Ensure that the delivery adheres to the established governance and quality standards.
  • Work to deliver against the IT & Business Change strategic goals.
Requirements:
  • Experience of delivering a wide area of IT services at an enterprise level.
  • Experience of working in dynamic business environments, and managing delivery of multiple initiatives in parallel.
  • The ability to think logically, overcome problems and interpret and present key data.
  • Digital literacy, being proficient in standard office tools used in change management.
  • Experience of working in or knowledge of food-to-go or similar retail business environment is a plus.
Leadership Competencies:
  • Leading the Team
  • Results Focused
  • Building Capability
  • Thinking and Problem-Solving Skills
  • Customer Focus
  • Managing Change
  • Influential Communication and Impact
  • Working the Greggs way

About Greggs

Greggs is a company that loves what it does and has fun. Our culture is what makes us special, and we support each other in everything we do.

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