Service Delivery Lead - ITIL - 90k to 100k plus benefits of 30k to 40k - Hybrid working.

This role could suit someone who is or has been a Head of Service, Service Director or Senior Service delivery manager.

As the Service Delivery Lead, reporting to the Head of Technology, this role will be for the delivery and management of IT services, with a focus on the B2C e-commerce platforms, routing system's, and the associated ecosystem's which allows the business to service its significant customer base.

This role will be accountable for setting up services from scratch, creating the service catalogue, managing and developing a small team, accountable for vendor engagement and leading 3rd parties and separation of services.

As the Service Delivery Lead, you will be required to have extensive experience in third party vendor and partner management. As the Service Delivery Lead you will create a Service Delivery Framework that ensures all parties internal and external have clear responsibilities, a clear RACI for those involved, and be able to manage and monitor performance through the use of quality standards and KPIs built into contracts where relevant.

As part of Leading the Service Delivery you will work with the support of the Group IT Security and Data Protection Team to ensure the right procedures and processes in place to have secure environments, secure process and management of data.

To be successful in this role you must have experience of as much of the following as possible:


• Significant experience in IT technical and service delivery management.

• Significant experience in vendor management.

• Broad experience of managing suppliers and outsourced resources.

• Experience in the business to customer and direct to customer industries.

• Leadership & people management, pull together disparate teams to deliver

• Managed services covering, Ecommerce, CRM, ERP, Data warehouse platforms.

• Excellent level of IT Literacy and able to use a variety of tools.

• Experience with modern ITSM systems.

• ITIL certification desired, exposure required.

• Engage at all levels with internal customers, partners and third parties.

• Strong negotiation, management, and decision-making skills.

• Manage risks over an extended period, managing appropriate mitigation strategies.


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