IT Service Desk Delivery Partner

B&M might be the fastest growing variety retailer in the UK, but that hasn’t come without hard work and dedication. From its first store in Blackpool, B&M has now grown to become a national retailer with over 700 stores, employing over 34,000 colleagues. To continue our exciting expansion plans, a new position has been created to support the growing user base and IT Helpdesk functions of the business.

We are looking for a full time IT Service Delivery Partner to work in our fast paced IT department in Speke. This is a hands-on role requiring a high level of technical expertise, possessing exceptional organizational and communication skills, working closely with internal teams and external suppliers to support the business community.

This is an ideal opportunity for an ambitious IT service driven professional to move into a challenging environment as part of our in-house IT support team, who works well under pressure.

**Role**:
The Service Delivery Partner acts as a key resource managing customers and stakeholders expectations of IT Services through working with third parties, internal departments, and specialist IT functions. Working as part of the Service Delivery team, you will act as a supervisor and escalation point to the Service Desk team and assist Divisional IT Managers to ensure the services we provide are available, measurable and add value to our business.

**Responsibilities**:

- Review and improve the performance of existing services, reporting regularly against incident trends and call drivers, providing recommendations to improve the service delivered to the defined area of the business or the business as a whole.
- Operate as a key IT representative for on-going customer service, and build an on-going strong and effective relationship with the respective key operational & departmental teams.
- Monitor and manage the day-to-day service delivered by 3rd party suppliers to agreed Service Levels, escalating critical business impacting incidents to the relevant stakeholders within an ITIL framework.
- Provide regular reports and comprehensive service updates highlighting issues faced and potential improvements in the Service function to manage issues better and remove future incident occurrences.
- Support and Supervise the Service Desk team and assist Divisional IT Managers in the management of, operation and continuous improvement of Service Delivery to the defined customers.
- Provide timely communications with customers, keeping them informed of progress and solutions to ensure seamless delivery of service
- Act as first point of escalation for the Service Desk where a compromise of expected service is likely to occur.
- Taking ownership of issues and supporting incident/major incident management, providing information and working with third parties (if necessary) to resolve them in a timely manner.
- Assist in the definition and alignment of the IT service strategies to changing business needs alongside the outsourced partner
- Perform other IT Service Delivery related tasks as directed by the relevant Service Delivery Manager/Divisional IT Manager.
- Be part of an Out of Hours Duty Management rota for escalation of high priority service affecting issues, advising the outsourcer and the business as appropriate

**Required Skills & Experience**:

- Excellent interpersonal and stakeholder communications skills
- Ability to engage stakeholders at all levels of the organisation
- Ability to quickly identify incident/problem causes and escalate accordingly.
- Ability to manage and resolve competing priorities
- Understanding of end to end service delivery accountability
- Experience of IT Incident and Problem Management processes and principles
- Experience of partnering with third party service providers to deliver business benefit
- Experience preferred of multichannel and retail principles/technologies
- Experience preferred with but appreciation acceptable with regards to IT Security and Security tools and principles
- Good understanding of 1st and 2nd line support functions and a good understanding of technical issues (i.e. Windows, Office, Applications, etc.)
- Experience of team leadership and Service Delivery roles desirable.
- ITIL foundation qualification or relative experience in ITIL framework advantageous.
- B&M Retail are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues._