Service Delivery Manager (IT Applications)

Role Responsibility

What is the role?

Based in our London or Leicester offices with Remote working element, you’ll provide a unique and tailored service in IT (specifically related to Applications used by our Head Office, Finance, HR teams).   The service aims to; assure the current service whilst continuing to build on the existing processes and procedures; and to go beyond the ordinary to create memorable interactions with both internal and external customers.

Key Responsibilities of this role include:

•Overall responsibility for IT Service Delivery for all things across our Head Office, Finance, HR teams

•Management of BAU Projects from start to finish

•Day to day management of the internal and external support teams

•Ownership & Management of engagement with 3rd parties to help deliver service to Selfridges & Co

•Provision of 2nd & 3rd level support ensuring SLA’s / KPI’s are met and improved on

•Supporting the Service Design and Transition processes as change is delivered through projects into the teams

•Create an environment that truly drives high performance through effective performance management and development planning

•Ongoing continuous improvement of customer satisfaction levels through the capture of customer feedback and creation of service improvement plans

•Ensuring effective disaster recovery plans are defined and maintained for Selfridges& Co applications

•Assisting with risk registers so that they are regularly reviewed and updated

•Assume line management responsibility for a team of direct reports

•Identifying opportunities to improve operational performance and efficiency, implementing a plan to deliver improvements as agreed

•Assisting internal & external auditors with IS audits and ensuring actions are followed up, and where appropriate, implemented

The Ideal Candidate

How you’ll do it…you will be:

Experience

•Minimum 3 years’ experience in a similar role

•Operational support experience / Project management experience

•Vendor / Supplier Management

•ITIL / PRINCE2 qualified

•Strong Customer Service Skills

•Applications support management experience

•Process and Procedure experience (development and implementation)

•Experience of operating with a high level of autonomy and the ability to manage others to ensure delivery to agreed timescales, with a focus on resolution of support issues in a timely manner

•A passionate service driven individual, responsible for the delivery of high-level, customer focussed support.

Qualifications/ Training

•ITIL v3 foundation qualified

•Educated to Degree Level or equivalent or have 3 years relevant hands on IT experience with specialist skills in IT Head Office, Finance, HR systems like Payroll or Oracle either from a functional or technical perspective

•Experience of working in a fast paced and creative retail environment

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business

About the Company

Selfridges