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Location: Handforth (Cheshire )Offices, UK (Occasional travel to Vets sites across the UK)

Pets at Home is on a mission to transform pet care by creating a fully personalised customer experience that integrates pet care across our stores, multi-channels, and veterinary services. With unprecedented investment and a commitment to innovation, we are looking for an IT Service Delivery Manager to join our team and play a crucial role in this transformation.

Key Responsibilities

Service Relationship:

• Act as the primary point of contact for our Vets for Pets function, ensuring high levels of customer service and cost-effectiveness in IT service management and operations.


• Manage relationships with 3rd party IT partners, overseeing contracts, renewals, service reviews, and service improvement plans.


• Monitor and manage KPIs produced by the IT service and operations team, maintaining consistent performance levels.


• Collaborate with other IT Service Managers to drive Service Improvement Plans.


• Serve as a key conduit for incident resolution and prioritize continuous service improvement.


• Collaborate with IT and business teams to address key service challenges and prioritize improvements.


• Potential for on-call duty as an escalation point within our senior IT Service Operation team.

Business Partnering:

• Support our Technology Business Partner in developing technology strategy, solution discovery, risk management, and relationship management.


• Embed within the Vets for Pets management team as a trusted technology advisor.


• Translate business area strategy into clear requirements for IT teams to deliver high-quality solutions and services.


• Represent IT capacity to ensure understanding of service expectations within the business area.

Project Delivery:

• Support project activity within the delivery teams.


• Collaborate with the business analysis team to articulate, prioritise, and understand project requests.


• Mitigate change delivery risks, including quality assurance and business risk assessment for go-live.


• Provide guidance and oversight to change teams delivering for the business area.

Skills / Competencies Required

• Extensive experience in service management, partner management, people management, and project delivery.


• Ideally, experience in a clinical environment.


• Proficiency in managing technology service delivery within a complex business operating environment.


• Customer-oriented approach with a focus on outcomes.


• Proven experience in IT Service Management with business relationship or project/portfolio management experience.


• Thorough understanding of technology and its application to business challenges.


• Strong communication skills with the ability to articulate strategies, visions, and desired outcomes.


• Ability to engage and influence key stakeholders.

Qualifications

• Ideally ITIL V4 qualified

Join our team at Pets at Home and be part of our exciting journey to revolutionise pet care. Your expertise in IT service delivery and management will play a pivotal role in achieving our mission.

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours we want to hear from you!

Apply today and help us shape the future of pet care.