Service Delivery Manager

Purpose of this role:

Responsible for improving all areas of IT service management for distribution centres including major incident management, problem management, complex service request fulfilment, service performance management, service reporting and coaching.

To drive the process improvement through the technology team as well as mentoring and guiding team members in service delivery excellence.

Key Responsibilities:

· Act as a Service owner for the Supply Chain workstream, with end-to-end accountability for in-scope services.

· Manage day-to-day operational aspects of projects. Managing incident, major incident, problem and change processes, ensuring appropriate escalation and resolution.

· Coordinating supplier performance and service improvement activity, including monitoring, reporting and continuous improvement actions.

· Representing Primark’s Technology Service Delivery function in major incident calls, CAB discussions and operational reviews.

· Supporting service continuity through on-call coverage and planned and unplanned activities, including out-of-hours support where required.

· Developing and agreeing the communication’s plan. Providing clear and timely communications to Technology and Business stakeholders, particularly during service issues or periods of change.

· Contributing to governance forums, including weekly and monthly service reviews with Primark stakeholders and third-party suppliers.

· Ensuring appropriate handover, documentation and service stability across the SCM landscape

· Manage and work closely with all stakeholders and ability to drive the service principles according to ITIL processes.

· Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

· Regularly reviews the attainment of Service Levels and drives the service owners to deliver at the committed quality. Recognises any divergence from the acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed.

Skills & Experience:

· Educated to degree level with 10+ years of experience in support service (ASM) management and preferably in SCM / WMS domain.

· Strong Experience in ITIL process - Incident management, Problem management, Change management.

· Manages service risks, contractual exposure and critical escalations to prevent disclosure of client to customer claims.

· Experience / good understanding of IT infrastructure service management – Database and OS.

· Familiar with IT architecture, design, operational service and support organizations.

· Proficient in basic business analysis.

· Experience in creating service designs in alignment with ITIL processes.

· The ability to work effectively under pressure in a fast-paced dynamic environment while maintaining a sense of perspective.

· Strong experience in dealing with senior business users.

· A wealth of experience of managing in Supplier/Vendor Management.

· Should have experience in customer and multiple 3rd party stakeholder management.

· Excellent Client-facing and internal communication skills.

· Good reporting and presentation skill. Familiar with MS Excel, PowerPoint, documentation.

· Experience in people management and team building, training and knowledge management.

· Proven experience operating within a third-party logistics environment will be an advantage.