Service Delivery Manager
River Island
Service Delivery Manager
DescriptionService Delivery Managers are responsible for service standards of our business orientated technologies. You will be responsible for all stages of service within the lifecycle driving service excellence with a blend of ITIL and Agile. You must maintain exceptional relationships with stakeholders to manage their needs, technical teams to maximise service and delivery and suppliers to manage the service they provide.
Key Accountabilities:\n\nYou will be the focal point for all transitional activities for your respective area \nYou will act as a point of escalation for all Business as Usual (BAU) incidents and problems to ensure service disruption is minimised and communication between all parties is managed.\nManage the lifecycle of responsible services\nCollaborate with key IT areas to develop roadmap for all responsible services\nIT Service Evangelist to show what “good” looks like\nEnsure teams adhere to operational processes and drive service excellence\nProvide operational measurement for workplace and respective services \nRegularly meet with IT management and technical teams to review how service is being delivered\nCollaborate with Operational management and end users to ensure customer excellence \nDefine SLA’s and ensure the SLA’s are achieved; service quality and internal customer expectations are met or exceeded.\nYou will act as Incident Manager and be responsible to the co-ordination and communication of major incidents to reduce business impact and communicate progress to your stakeholders. This will involve rostered out of hours ‘On Call’. \nIdentify, record and report all technical risks to Senior Leadership team and act as co-ordinator to ensure correct and timely risk mitigation activities occur.\nSupport stakeholders in identification and management of problem records to affect appropriate prioritisation and resolution. \nSeek every opportunity to look to improve service availability, standards and functionality to our stakeholders while championing industry best practises. \nAct as an evangelist to promote that best practice is implemented during service design to ensure correct alerting & monitoring, maximum service availability, graceful service failure processes, minimise risk of introducing new bugs and optimal supportability in terms of ease and cost. \nSeek opportunities to reduce operational and contractual costs or increase the value of these services. \nWhen necessary, provide product and service demonstrations to stakeholders or RI Tech teams and support with any training requirements on IT Service Management (ITSM) tooling or practises. \nAssist teams with company and legal compliance requirement such as GDPR and identify and report any issues to relevant teams. \nEnsure Tech teams create and maintain the necessary documentation whist identifying the ‘leanest’ requirements to avoid duplicated effort or stolen time.\nSupplier and contract management for new and existing suppliers. Support with contract negotiation and supplier reviews and KPI reporting. \nSupport project teams with business cases and requirements when needed. \nLiaise with our procurement teams for new device, service and product purchasing. \nReview and report on service performance of teams within RI Tech and highlight opportunities for improvement and acknowledgment.\nBuild trusted relationships with business teams and act as a point of contact and escalation for the customer. Work with business teams to have a good understanding of daily operation and represent the business and customer’s interests and concerns internally.\nDefine and document operational processes and set the standard for what good service looks like. \nConduct Root Cause Analysis reviews and document and manage all proactive actions to reduce risk/reoccurrence of major incidents. \nProvide regular high-quality executive reporting about service-related matters and any ad hoc requirements. \nKey Skills:\nPrevious experience in an IT service management role\nExcellent IT skills, computer literacy and organisational skills. \nService Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines \nAbility to demonstrate practical troubleshooting and problem analysis techniques \nExcellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing \nExcellent attention to detail and ability to show initiative \nExcellent knowledge of Customer Service best practice\nStrong Leadership qualities and influencing skills \nWilling to work flexibly \nSupplier and internal customer management process definition and execution \nExperience managing third party suppliers and partners \nHas the ability to understand and translate technical explanations for stakeholders and also articulate stakeholder needs to technical requirements. \nIs able to inform, update and efficiently set end user expectations through verbal and written communication. \nSupport teams in multiple capacities when required from technical support, defining business cases and requirements, testing and acting as project/ delivery \n\nQualifications ITIL Certifications Technical Competencies: \nAction Planning - Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements \nIn-Depth Questioning - Uses comprehensive knowledge and skills to act independently while guiding and training others to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution \nRisk Management - Uses comprehensive knowledge and/or skills to act independently while providing guidance and training to others on identifying, assessing, prioritizing and managing risk \nData Collection and Analysis - Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making \nQuestions Strategically - Uses comprehensive knowledge and skills to act independently while guiding and training others to uncover clients’ explicit needs and/or unforeseen opportunities and challenges\nBehavioural Competencies: \nManages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations \nPlans and Aligns - Plans and prioritises work to meet commitments aligned with organizational organisational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays \nEnsures Accountability - Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others. \nBusiness Insight - Applies knowledge of business and the marketplace to advance the organization’s goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions\nAction Oriented - Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues \n
About Us We’re a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.
This role is based at our Head Office in West London.
Department: Operations
Employment Type: Permanent - Full Time
Location: Head Office, Chelsea House
Reporting To: Carl Schiever
DescriptionService Delivery Managers are responsible for service standards of our business orientated technologies. You will be responsible for all stages of service within the lifecycle driving service excellence with a blend of ITIL and Agile. You must maintain exceptional relationships with stakeholders to manage their needs, technical teams to maximise service and delivery and suppliers to manage the service they provide.
Key Accountabilities:\n\nYou will be the focal point for all transitional activities for your respective area \nYou will act as a point of escalation for all Business as Usual (BAU) incidents and problems to ensure service disruption is minimised and communication between all parties is managed.\nManage the lifecycle of responsible services\nCollaborate with key IT areas to develop roadmap for all responsible services\nIT Service Evangelist to show what “good” looks like\nEnsure teams adhere to operational processes and drive service excellence\nProvide operational measurement for workplace and respective services \nRegularly meet with IT management and technical teams to review how service is being delivered\nCollaborate with Operational management and end users to ensure customer excellence \nDefine SLA’s and ensure the SLA’s are achieved; service quality and internal customer expectations are met or exceeded.\nYou will act as Incident Manager and be responsible to the co-ordination and communication of major incidents to reduce business impact and communicate progress to your stakeholders. This will involve rostered out of hours ‘On Call’. \nIdentify, record and report all technical risks to Senior Leadership team and act as co-ordinator to ensure correct and timely risk mitigation activities occur.\nSupport stakeholders in identification and management of problem records to affect appropriate prioritisation and resolution. \nSeek every opportunity to look to improve service availability, standards and functionality to our stakeholders while championing industry best practises. \nAct as an evangelist to promote that best practice is implemented during service design to ensure correct alerting & monitoring, maximum service availability, graceful service failure processes, minimise risk of introducing new bugs and optimal supportability in terms of ease and cost. \nSeek opportunities to reduce operational and contractual costs or increase the value of these services. \nWhen necessary, provide product and service demonstrations to stakeholders or RI Tech teams and support with any training requirements on IT Service Management (ITSM) tooling or practises. \nAssist teams with company and legal compliance requirement such as GDPR and identify and report any issues to relevant teams. \nEnsure Tech teams create and maintain the necessary documentation whist identifying the ‘leanest’ requirements to avoid duplicated effort or stolen time.\nSupplier and contract management for new and existing suppliers. Support with contract negotiation and supplier reviews and KPI reporting. \nSupport project teams with business cases and requirements when needed. \nLiaise with our procurement teams for new device, service and product purchasing. \nReview and report on service performance of teams within RI Tech and highlight opportunities for improvement and acknowledgment.\nBuild trusted relationships with business teams and act as a point of contact and escalation for the customer. Work with business teams to have a good understanding of daily operation and represent the business and customer’s interests and concerns internally.\nDefine and document operational processes and set the standard for what good service looks like. \nConduct Root Cause Analysis reviews and document and manage all proactive actions to reduce risk/reoccurrence of major incidents. \nProvide regular high-quality executive reporting about service-related matters and any ad hoc requirements. \nKey Skills:\nPrevious experience in an IT service management role\nExcellent IT skills, computer literacy and organisational skills. \nService Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines \nAbility to demonstrate practical troubleshooting and problem analysis techniques \nExcellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing \nExcellent attention to detail and ability to show initiative \nExcellent knowledge of Customer Service best practice\nStrong Leadership qualities and influencing skills \nWilling to work flexibly \nSupplier and internal customer management process definition and execution \nExperience managing third party suppliers and partners \nHas the ability to understand and translate technical explanations for stakeholders and also articulate stakeholder needs to technical requirements. \nIs able to inform, update and efficiently set end user expectations through verbal and written communication. \nSupport teams in multiple capacities when required from technical support, defining business cases and requirements, testing and acting as project/ delivery \n\nQualifications ITIL Certifications Technical Competencies: \nAction Planning - Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements \nIn-Depth Questioning - Uses comprehensive knowledge and skills to act independently while guiding and training others to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution \nRisk Management - Uses comprehensive knowledge and/or skills to act independently while providing guidance and training to others on identifying, assessing, prioritizing and managing risk \nData Collection and Analysis - Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making \nQuestions Strategically - Uses comprehensive knowledge and skills to act independently while guiding and training others to uncover clients’ explicit needs and/or unforeseen opportunities and challenges\nBehavioural Competencies: \nManages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations \nPlans and Aligns - Plans and prioritises work to meet commitments aligned with organizational organisational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays \nEnsures Accountability - Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others. \nBusiness Insight - Applies knowledge of business and the marketplace to advance the organization’s goals. For example, clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions\nAction Oriented - Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues \n
About Us We’re a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.
This role is based at our Head Office in West London.
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