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Location: Stafford Fulfilment Centre with occasional travel to the support office in Handforth (Cheshire)

At Pets at Home, we are dedicated to transforming pet care through our next-generation holistic pet care service. Our goal is to provide a fully personalised customer experience that seamlessly integrates pet care across our stores, multi-channel platforms, and veterinary services. We are backed by unprecedented investment, and a key part of this investment is our new purpose-built distribution centre in Stafford.

Position Overview:

We are seeking an experienced IT Service & Delivery Manager with a focus on Logistics & Distribution to join our team. This role will be based at our Stafford Fulfilment Centre, with occasional travel to our support office in Handforth. As the IT Service Delivery Manager, you will be the primary point of contact for the Logistics and Distribution function within the Retail department.

Key Responsibilities

Service Relationship:

• Manage relationships with 3rd party IT partners, including contract management, renewals, service reviews, and service improvement plans.


• Monitor and manage performance against KPIs set by the IT service and operations team, liaising with the business unit as needed.


• Lead the onsite IT service team (1 direct / 8 indirect), ensuring the highest levels of customer service.


• Act as the primary point of contact for IT service incidents.


• Drive continuous improvement in service quality, balancing change impact and developing strategies to minimise disruptions.


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

Business Partnering:

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


• Embed within the Logistics and Distribution management team, serving as a trusted technology advisor and communicator.


• Articulate business area strategy to IT teams to ensure the delivery of high-quality solutions and services.


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

Project Delivery:

• Collaborate with delivery teams on project activities.


• Work closely 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.


• Familiarity with warehouse and logistics management systems.


• Experience in managing technology service delivery in a complex business environment.


• Customer-oriented with a focus on outcomes.


• Business experience within the Logistics and Distribution area, preferably in a service management or project/portfolio management role.


• Strong understanding of technology and its application to warehousing, logistics, and distribution.


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


• Ability to engage and influence key stakeholders.

Qualifications

• ITILv4 certification is preferred.

Join Pets at Home and be part of our exciting journey to transform pet care. Apply now to contribute your expertise to our innovative and customer-focused team.

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!

Note: Only shortlisted candidates will be contacted for further steps in the selection process.