Service Delivery Manager

3 weeks ago

London Area, United Kingdom dnata Catering UK Full time

dnata Catering and Retail are seeking an experienced and dynamic IT Service Delivery Manager to oversee our shared services, manage or support relationships with Group IT significant local IT vendors, and support our businesses with IT-related tenders. The ideal candidate will be responsible for ensuring the delivery of high-quality IT services to meet the needs of our organisation and stakeholders.


There is an element of flexible working; in the office three days a week, with the rest of the time working from home. Role will involve travel between our UK offices and may involve some overseas travel. We are open to the location of the role as we have head offices in Heathrow and Manchester.


Who you’ll deal with:

Internal: Global Team, Group IT, IT Leads, Senior Management

External: IT Suppliers / Vendors


What’s the purpose of role:

  • Ensuring the seamless delivery of high-quality IT services within our organisation
  • Overseeing shared services, managing relationships with prominent local IT vendors, and providing essential support in IT-related tender processes
  • Act as a bridge between internal stakeholders, internal services, and external vendors, ensuring that IT service requirements align with business objectives while maintaining adherence to service level agreements (SLAs) and key performance indicators (KPIs)
  • Optimising IT service delivery processes and fostering innovation across the organisation.


What you’ll be doing:

  • Manage and lead a team of IT professionals responsible for delivering shared services.
  • Develop and maintain strong relationships with big local IT vendors to ensure timely and cost-effective service delivery.
  • Collaborate with internal stakeholders to understand their IT service requirements and ensure alignment with business objectives.
  • Define and enforce service level agreements (SLAs) with both internal teams and external vendors.
  • Monitor service performance and identify areas for improvement, implementing corrective actions as necessary.
  • Drive continuous improvement initiatives to enhance the efficiency and effectiveness of IT service delivery processes.
  • Provide support to business units in preparing and responding to IT-related tenders, including requirements gathering, solution design, and proposal development.
  • Provide regular reporting on service performance metrics and KPIs to senior management.
  • Stay abreast of industry trends and best practices in IT service delivery and vendor management.


What you’ll have:

  • Bachelor's degree in information technology, Computer Science, or a related field. Master's degree preferred.
  • Proven experience (X years) in IT service delivery management, preferably in a large organization.
  • Strong leadership and team management skills, with the ability to motivate and inspire team members.
  • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with internal and external stakeholders.
  • Demonstrated experience in managing relationships with big local IT vendors.
  • Solid understanding of ITIL framework and best practices.
  • Experience in developing and managing SLAs and KPIs.
  • Strong analytical and problem-solving skills.
  • Project management experience is a plus.
  • Experience in supporting IT-related tenders is highly desirable.
  • Relevant certifications (e.g., ITIL, PMP) are desirable.


Desirable:

  • Catering or Aviation background
  • Working in an onshore/offshore model
  • Working in a complex and/or geographically diverse environment

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