Service Delivery Manager

**UK IT Service Delivery Manager**

**Main Responsibilities**
- Manage and develop the UK based IT support function to deliver consistent and high quality IT support in line with agreed Service Level Agreements (SLA’s)
- To work closely with Digital Delivery Centre teams to deliver 1st Line services to the UK business and to continue to improve on service provision where possible
- To be the IT function custodian for all day to day IT support matters, including issue ownership and resolution for complex support cases and escalations
- Ensure all IT Support team members are committed to customer satisfaction and process excellence and delivering to required performance levels
- Lead your people through demonstrating key behaviours, holding those accountable to the company values, incorporate impactful and skilled monthly reviews, team briefs and performance management practices
- Manage IT request demands and IT changes in conjunction with relevant internal colleagues and 3rd party providers

Customer Focus
- Excellent at training and developing team members to the required high standards for delivery of IT support
- Approaches every customer situation with a desire to understand and deliver
- Ability to listen effectively, communicate clearly
- A promoter and role model in the importance of quality by using Inchcape’s customer journey
- Uses every contact with internal customers to build sustainable relationships, an ambassador for IT

Operational Focus
- Ability to set the strategic direction for the IT support function with a short, medium and long term strategy
- Always ensures compliance with relevant IT policies and standards
- Ability to assimilate reports effectively and to use the data to inform and shape IT operational success
- Co-ordinate the IT Support function through impactful meetings, effective reporting lines and reviews
- Own and develop IT Continuous Service Improvement Plan and supporting actions
- Qualified, or as a minimum experienced, in ITIL IT management framework
- Skilled in use and development of IT Service Management (ITSM) tools and platforms

Business Focus
- Works well with the Inchcape UK brands to ensure IT delivery meets the needs of the brands
- Aware that monitoring trends that affect customer expectations and demands is vital
- Will always be an advocate for the IT function as a valued partner to the wider Inchcape businesses

People Focus
- Skilled at creating an environment in which your team can thrive and self-actualise in
- Carries out skilled, mandatory team briefs, reviews and employee engagement practices
- Experienced and comfortable in Performance Management practices
- Proven skill at managing the allocation of resource effectively. Efficient rota planning skillset essential

**Benefits**

Not only do you get to work alongside great people within Inchcape, we offer great benefits too. For your valued contribution we will provide a fantastic benefits package including;
- A pension that pays - Our flexible pension scheme gives you the freedom to plan for the future in a way that suits you. Choose exactly how much you want to contribute on a monthly basis
- Vehicle purchase discount - There are plenty ways that you & your family can drive with us at Inchcape, from vehicle discounts to service offers
- Save as you earn plan - reap the rewards of Inchcape’s success and effortlessly grow your savings. Save every month for a set period in order to buy Inchcape shares at a discounted price.
- Life Insurance - we give you the peace of mind when you need it most
- Employee Discounts with the Showroom - make your salary go further with the discounts and cashback offers available at over 1000 retailers
- Employee Assistance Programme - We take employee wellbeing seriously at Inchcape, we offer a free programme to support all our colleagues and families with whatever challenges they may face at work or at home 24/7 365 days a year
- Family Friendly Policies - We are keen to support new parents within the business and offer industry leading, enhanced maternity, paternity, adoption and shared parental leave.
- Holiday Allowance - We believe in rewarding all colleagues for their hard work, and offer an annual leave entitlement of 25 days per annum for all colleagues.
- Great career development - Receive industry leading training from the brand you represent whilst you develop your skills with the Inchcape training team

**About Us**

Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staffto ensure you and your car receive the best possible attention.

OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.