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IT Service Delivery Manager
at EG Group Manchester in Manchester (Published at 13-11-2023)
Role: IT Service Delivery Manager
Location: Blackburn, BB1 2FA – Office Based
Contract: Full-Time Hours / Permanent
Salary: £42,500 - £55,000 + Bonus Scheme
Company: EG Group
About the Role…
We have an exciting new vacancy for an IT Service Delivery Manager to join our ever-growing IT function at EG Group! As an IT Service Delivery Manager, your primary responsibility will be to manage the end-to-end delivery of IT services to our clients. You will collaborate closely with cross-functional teams, including IT operations, project management, and client services, to ensure the seamless delivery of services and the achievement of service level agreements (SLAs). You will also be responsible for maintaining strong relationships with clients and acting as a point of escalation for any service-related issues.
Reporting directly to the Head of Service Delivery, you will have the opportunity to work closely with senior leadership and gain experience through site visits liaising with suppliers as well as site managers.
If you are looking for the next step in a company leading the Food and Fuel industry in the UK and internationally, this may be the perfect opportunity for you!
Duties & Responsibilities
Develop and implement service delivery strategies, policies, and procedures to ensure efficient and effective IT service delivery.
Oversee the delivery of IT services, ensuring adherence to SLAs, quality standards, and client expectations.
Monitor and analyse service performance metrics, identify areas for improvement, and implement corrective actions.
Establish and maintain strong relationships with clients, acting as the primary point of contact for service-related matters.
Collaborate with clients to identify opportunities for service enhancements and provide guidance on leveraging technology solutions.
Perform post incident review sessions with business stakeholders to communicate the outcome of Major Incidents, the root cause and any corrective actions.
Collaborate with technical teams to investigate and resolve complex incidents and problems, ensuring root cause analysis and preventative actions are taken.
Act as a primary point of escalation for critical incidents, problems or matters that require immediate attention and resolution. Take ownership of escalated matters and work closely with cross-functional teams to drive timely and effective resolution.
Work with key partners/suppliers to ensure that they are hitting and exceeding contractual service level agreements, ensuring that service level and availability issues are addressed and remediated.
Hold monthly or quarterly service reviews with key partners/suppliers.
Stay updated with industry trends and best practices in IT service management, incorporating them into the service delivery framework.
This list is not exhaustive and may be added to or amended from time to time
Candidate Requirements
Proven experience in IT service delivery management, preferably in a client-facing role.
Strong knowledge of IT service management frameworks, such as ITIL.
Excellent communication and interpersonal skills, with the ability to build rapport with clients and collaborate effectively with cross-functional teams.
Demonstrated leadership abilities, with experience in managing and developing high-performing teams.
Solid understanding of IT infrastructure, systems, and technologies.
Strong problem-solving and analytical skills, with the ability to identify and resolve service delivery issues.
Project management skills and experience in managing multiple projects simultaneously.
ITIL certification or other relevant certifications (e.g., PMP) - Desirable
Benefits & Rewards
Performance Based Bonus Scheme
Employee Life Assurance
EG Group Discounts - up to 15% off at our stores and food to go restaurants
ASDA Discount Card – 10% off all ASDA stores
EG Cares Benefits - exclusive discounts across 900 retailers
Smart Health – 24/7 online GP access, health checks and health and wellbeing support
Employee Assistance Programme – access to our Wellbeing Centre which offers emotional & practical support including free financial advice
Learning & Development – access to our Learning Hub, the most extensive online course library in the world to support you with every step of your career at EG Group
Waterside Café - freshly prepared meals at affordable prices
Free Secure Car Parking
Dress Down Fridays
Flexi-Time
Prayer and Ablution Facilities
Shower Facilities
Sit / Stand Desk Facilities
Work Anniversary Rewards
Free Eye Test
Who are EG Group?
EG Group is one of the world’s leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America. Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail. At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Foodservice and Fuel. Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a program of new-to-industry developments. Every day, our committed workforce tirelessly delivers our products and services to millions of customers alongside supporting the local communities in which we operate.
Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.
Location: Blackburn, BB1 2FA – Office Based
Contract: Full-Time Hours / Permanent
Salary: £42,500 - £55,000 + Bonus Scheme
Company: EG Group
About the Role…
We have an exciting new vacancy for an IT Service Delivery Manager to join our ever-growing IT function at EG Group! As an IT Service Delivery Manager, your primary responsibility will be to manage the end-to-end delivery of IT services to our clients. You will collaborate closely with cross-functional teams, including IT operations, project management, and client services, to ensure the seamless delivery of services and the achievement of service level agreements (SLAs). You will also be responsible for maintaining strong relationships with clients and acting as a point of escalation for any service-related issues.
Reporting directly to the Head of Service Delivery, you will have the opportunity to work closely with senior leadership and gain experience through site visits liaising with suppliers as well as site managers.
If you are looking for the next step in a company leading the Food and Fuel industry in the UK and internationally, this may be the perfect opportunity for you!
Duties & Responsibilities
Develop and implement service delivery strategies, policies, and procedures to ensure efficient and effective IT service delivery.
Oversee the delivery of IT services, ensuring adherence to SLAs, quality standards, and client expectations.
Monitor and analyse service performance metrics, identify areas for improvement, and implement corrective actions.
Establish and maintain strong relationships with clients, acting as the primary point of contact for service-related matters.
Collaborate with clients to identify opportunities for service enhancements and provide guidance on leveraging technology solutions.
Perform post incident review sessions with business stakeholders to communicate the outcome of Major Incidents, the root cause and any corrective actions.
Collaborate with technical teams to investigate and resolve complex incidents and problems, ensuring root cause analysis and preventative actions are taken.
Act as a primary point of escalation for critical incidents, problems or matters that require immediate attention and resolution. Take ownership of escalated matters and work closely with cross-functional teams to drive timely and effective resolution.
Work with key partners/suppliers to ensure that they are hitting and exceeding contractual service level agreements, ensuring that service level and availability issues are addressed and remediated.
Hold monthly or quarterly service reviews with key partners/suppliers.
Stay updated with industry trends and best practices in IT service management, incorporating them into the service delivery framework.
This list is not exhaustive and may be added to or amended from time to time
Candidate Requirements
Proven experience in IT service delivery management, preferably in a client-facing role.
Strong knowledge of IT service management frameworks, such as ITIL.
Excellent communication and interpersonal skills, with the ability to build rapport with clients and collaborate effectively with cross-functional teams.
Demonstrated leadership abilities, with experience in managing and developing high-performing teams.
Solid understanding of IT infrastructure, systems, and technologies.
Strong problem-solving and analytical skills, with the ability to identify and resolve service delivery issues.
Project management skills and experience in managing multiple projects simultaneously.
ITIL certification or other relevant certifications (e.g., PMP) - Desirable
Benefits & Rewards
Performance Based Bonus Scheme
Employee Life Assurance
EG Group Discounts - up to 15% off at our stores and food to go restaurants
ASDA Discount Card – 10% off all ASDA stores
EG Cares Benefits - exclusive discounts across 900 retailers
Smart Health – 24/7 online GP access, health checks and health and wellbeing support
Employee Assistance Programme – access to our Wellbeing Centre which offers emotional & practical support including free financial advice
Learning & Development – access to our Learning Hub, the most extensive online course library in the world to support you with every step of your career at EG Group
Waterside Café - freshly prepared meals at affordable prices
Free Secure Car Parking
Dress Down Fridays
Flexi-Time
Prayer and Ablution Facilities
Shower Facilities
Sit / Stand Desk Facilities
Work Anniversary Rewards
Free Eye Test
Who are EG Group?
EG Group is one of the world’s leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America. Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail. At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Foodservice and Fuel. Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a program of new-to-industry developments. Every day, our committed workforce tirelessly delivers our products and services to millions of customers alongside supporting the local communities in which we operate.
Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.
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