Service Delivery Manager

The role

Responsible for the seamless delivery of IT Services to Boohoo customers. Working within IT Operations, you will be responsible for managing internal IT relationships, both within Boohoo IT Functions and with key business stakeholders, and for owning relationships with key third-party vendors, ensuring they are accountable for the Services and Applications they deliver. The role includes line management of on-site IT support, who are responsible for Second-Line user management and software and hardware support for the relevant business area. The successful candidate will have strong experience in managing relationships with third-party suppliers, and with senior key internal business stakeholders, including C+ exec escalation.

Your team

We started out as one brand with only three team members in 2006, today we are now made up of 13 amazing brands and counting, we have offices all over the world and we've grown to a 6,000+ strong team we call our boohoo family - and we don’t plan on stopping yet. We have big ambitions, huge potential and a clear strategy to continually evolve and grow the business. It’s a seriously exciting time to join us and influence the next chapter of our success.

In Tech, we’re proud to support every brand and every function. We’re a digital-first company that is totally cloud-native. We embrace change and future-proof the business, delivering critical customer-facing and internal stakeholder facing systems. Everything from colleague tech to front-end websites and apps, buying and merchandising tooling and all that’s in-between, we take care of it. Our ideas support and drive the Group’s agenda.

What you’ll be doing

• Day-to-day ownership of relationships with Third Parties supplying key Services and Applications in your business area, ensuring regular Service Reviews are in place to assess performance, quality, and process, and ensuring Service Improvement Plans are implemented and improvements within them are owned through to resolution.
• Work with stakeholders to align Services and Business areas under your remit with underpinning Incident, Request, Problem, Change and Escalation frameworks and processes to ensure homogeny of approach across the business.
• Manage Key Internal Stakeholder relationships, continually working to improve service provision to the business, implement 360 feedback between service management and stakeholders, and be a point of escalation.
• Line Management of on-site IT team and task management of onsite first and second-line IT support teams (if available), including performance management, and implementing succession management and shadowing where appropriate.
• Stakeholders in Major Incidents, with the requirement to act as incident manager on occasion in hours and be part of an out-of-hours rota with other SDMs across the globe.
• Following Major Incidents, ensure Root Cause Analysis/ Post Incident Review actions which sit within your remit and are tracked through to resolution.
• Ensure the IT estate under your management is fit for purpose – Hardware versioning is in support, patching and anti-virus updates are carried out when required etc.
• Service stakeholders in Projects in your area, ensuring that Service is involved from the outset of the project and that the requirements for service support are fully understood, impact to service is minimised where possible, and Transition Management is in place to ensure a smooth passage from Project to BAU support.
• Joining and representing IT in stand-up and site-specific critical meetings.
• [Optional] Supporting on-call (paid as allowance separately) escalation rota with other service delivery managers on a rotation basis.
• Covering for other sites’ SDMs in case of absence due to sickness or holiday. You will be supported by the team leader of that specific site.
• Ensure that team members are familiar with IT service delivery processes and best practices.
• Review and approve the site-specific change and run site-specific CAB with the warehouse management.

More about you

Ideally, you will have a minimum of five years of experience in Service Delivery Management or a related ITIL discipline:

• Able to demonstrate the ability to undertake the above-mentioned responsibilities
• A passion for Continuous Service Improvement
• Experienced Service Management professional
• ITIL Foundation Certified and expert in ITIL disciplines
• Demonstrable experience in leading teams on-site and virtually
• Experience in managing 3rd parties and services delivered by them
• Excellent leadership and people management skills
• Excellent customer-facing and/or customer service skills
• Excellent written and verbal communication skills
• Able to work under pressure to meet the deadline <