Service Delivery Manager

Role: Service Delivery Manager – Central Systems – FTC 18 months

Location: Swindon, Wiltshire

At WHSmith, we create opportunities for people to reach their potential. Value our people, customer focus, accountability, and drive for results are integral to the business.

Responsible for management of one or more IT services and one or more third party service suppliers – enabling a business group to operate in line with daily, weekly & seasonal needs.

What you will be doing:

• Drives 3rd party service delivery through ensuring SLA’s are met and issues swiftly resolved
• Ensures 3rd party & internal service providers are proactive, effective and meet WHS needs
• Manages problems, prioritises incidents/requirements to resolution and escalates as needed
• Ensures major incident management process is implemented correctly and meets KPIs
• Undertakes root cause analysis where problems exist and works to rectify
• Identifies and manages continuous service improvement
• Works with key user representatives and development project teams to agree effective systems support for the relevant business processes within the third party contract
• Participates in service review meetings with stakeholders and customers
• Reports supplier performance and implements targeted service improvement plans
• Works with 3rd parties to ensure prioritised fixes are delivered to SLA and quality needs

Strategic focus

• Delivers IT service for a business group to deliver the company’s strategy and purpose through clear objectives and vision
• Plays a key role in shaping IT service strategy
• Keeps up-to-date with relevant external developments and changes to identify opportunities

Leading People

• Able to quickly gain the confidence of WHS businesses and colleagues through good communication and influencing skills
• Partners with and influences all IT teams and suppliers – define & agree service levels, resolve issues, agree improvement plans and identify risks

Customer experience

• Understands the part played in the Customer Experience
• Provides a service to all of our customers (internal and external) that is memorable for the right reasons and builds our reputation as a great company to work for and do business with

Doing the right thing

• Makes sure that everything fits in with legal and regulatory requirements
• Aware of threats to our organisation and customers
• Takes the appropriate action to minimise the impact of risks to our business (e.g. by following processes and reporting/escalating any concerns)

What we are looking for:

• Experience of creating and implementing a plan for delivering required changes within a Service Delivery function
• Strong organisation skills, often juggling multiple priorities – ability to command respect from team the wider team and suppliers
• Strong communication skills – able to communicate IT related concepts to both technical and nontechnical audiences.
• Understanding of ITIL model – (ideal: ITIL v3 qualified)
• Experience of customer relationship management
• Experience of managing third party suppliers
• Previously managed budgets of around £3-5 million

How we reward our teams:

• Hybrid Working Model from home and in the office
• 4pm Friday Finish
• Flexible Working
• 24 Days holiday, plus your Birthday off, plus Bank Holidays with an opportunity to buy extra days holiday
• Family Friendly Leave
• Company Pension scheme
• Sharesave Scheme
• Annual Bonus based on company and personal performance
• Competitive Salary
• Staff Discount Card for stores and online

About us:

Celebrating 230 years, we’re proud to have grown and evolved into a globally recognised brand present in over 30 countries around the world, and we’re proud to be that air of familiarity people love and trust on their journey, both in life and through life. As a diverse group of over 12,000 colleagues, we are all on the same journey to a better business through our commitments to our planet, people and the communities we serve.

WHSmith are proud to be an inclusive employer, we want our colleagues to feel welcome, and free to be themselves with us.