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Service Delivery Manager

4 months ago

Basingstoke, United Kingdom The AA Full time
Company description

Location: Basingstoke (hybrid working 2 office days per week)

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus, Cash-Car Allowance & Private Medical Insurance

At The AA, we’re more than just roadside assistance. With over 100 years of pioneering excellence, we’re the UK’s leading motoring organisation. Our services include an array and products across Roadside Assistance: Our iconic patrols are always ready to help. Insurance: Protecting homes and vehicles. Driving Technologies: Staying ahead with cutting-edge solutions.

As we expand and modernise, be part of our success story. Join us as an IT Road Service Delivery Manager and drive innovation in motoring.

#LI-THEAA #LI-Hybrid

This is the job

Are you passionate about service management and continuous improvement? Do you thrive in a dynamic, high-pressure IT environment? If yes, we have an exciting opportunity for you at AA

As a Service Delivery Manager for IT Road, you'll be the linchpin that ensures our IT services are delivered seamlessly and efficiently. You'll be aligned with our Road business area, focusing on continuous service improvement and acting as the primary point of contact for service escalations.

What will I be doing?
  • Build and maintain strong relationships within the business to enable effective service management.
  • Conduct regular service reviews, reporting on IT service performance and availability.
  • Identify and implement service improvement opportunities, owning service improvement plans.
  • Manage escalations effectively, ensuring timely communication back to the business.
  • Collaborate with third-party suppliers to ensure successful service delivery.
  • Attend major incident calls as the SME, providing insights and aiding in quick service restoration.
What do I need?
  • Strong Service Delivery experience is essential to this role, particularly within a B2C environment i.e., Retail, Supply Chain etc. exposure to a 24/7 IT environment would also be desired
  • Actively hold ITIL V3 or V4 framework certification(s) along with demonstrable experience putting theory into practice
  • Confident stakeholder management skills with the strong ability to challenge, influence and persuade Senior Leaders, Executives and Directors across multiple business units
  • Experience managing complex SLAs and KPIs
  • Problem-solving mindset with a focus on resolving complex technical incidents
Additional Information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA, you will join and learn within a team that’s as driven as they are supportive and have access to a range of benefits including:

  • Free AA breakdown membership from day one, 50% discount for family and friends in the first year plus discounts on other AA products
  • 25 days annual leave plus bank holidays + the option to buy additional annual leave
  • Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
  • Pension scheme available up to 7% contribution
  • Exclusive EV discount scheme
  • Diverse learning and development opportunities to support you to progress in your career
  • Access to employee inclusivity networks
  • Dental and Critical Illness Insurance cover accessible for all AA colleagues

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

#LI-HH