Service Delivery Manager

Based at our office in Macclesfield, you will have responsibility for the management and leadership of an IT service delivery team of 5 people that provisions IT Services and offer all levels of support to internal clients based at Elior UK Head Offices and remote Elior UK trading sites/restaurants

Leads the continuous service improvement lifecycle of the IT Service Management framework to ensure IT delivers a consistently high level of service across the UK business

We offer a hybrid way of working with 3 days in the office and 2 days at home.

What you'll be doing...

In addition to working with the UK Technology teams comprising solutions architects, data and integration specialists, delivery managers and business partners, this role will work collaboratively with the UK Operational Site mobilisation team.

Your key responsibilities as the Service Delivery Manager will consist of:

• Manage all aspects of IT service management framework including, Incident Management, Change Management, Problem Management, Support and Service Requests for internal customers


• Proactively works with the IT Leadership team to understand business strategy, priorities, and needs, and ensures that the IT Service roadmap is fit for purpose to support the needs and growth plans


• Act as the primary connection between Technology and the designated business units for all aspects of operational service level management


• Produce monthly IT Service KPI report


• Act as an escalation point for customers and business key stakeholders


• Ensure suppliers are performing to contractual requirements and SLAs, including monitor and reporting on supplier performance


• Ensures the consistency and maintainability of existing applications by enforcing appropriate change and releasing standards/procedures


• Approves all business IT Service models prior to the technical solution being promoted to live service


• Represents the IT Technology function at service providers' customer review meetings when appropriate


• Be a key player in the Business Continuity and IT disaster recovery process


• Identifies and monitors appropriate KPIs for the department


Working Pattern: Monday to Friday - 37.5 hours per week - 9am-5:30pm, We promise to value you like we value our customers. We want you to feel appreciated, supported and fulfilled.

We aspire to do this by:

• Offering roles to support your way of life


• Employing people who care


• Trusting you to deliver


• Thanking you for a job well done


• Letting you know what you need to know


• Listening to you


• Providing opportunities for growth and progression


• Supporting you through life's up and downs


Any internal colleagues applying for this role, please be advised that new terms and conditions will apply.

Elior Celebrates Equality Our aim is to celebrate a culture of equality, diversity, and inclusion, continuing to make Elior a great place to work!

Every colleague has a distinctive set of values, skills, and aspirations. To ensure that we attract, develop, and retain best people from the widest possible talent pool we're committed to providing an inclusive environment where our colleagues fulfil their potential and have the opportunity to succeed.

The experience and knowledge we are looking for from our future Service Delivery Manager include:

• 10+ years in a technology service leadership role


• ITIL V4 certified


• Prior experience of working in a multi-site organisation and management of technology installations and service


• Prior experience of working within one of the following sectors - FMCG, Retail, Leisure, Catering and Hospitality


• Highly organised with a logical approach and ability to work calmly under pressure


• Creating and managing high-performing teams


• Passionate about getting things done and able to engage people across multiple business functions to complete goals and quickly drive value


• Excellent written and verbal communication including presentation skills


• Experience of agreeing, creating, and monitoring SLAs/OLAs/KPIs


• Prior experience of IT Supplier Contract and Service Management


• Maintaining compliance of standards and policies as well as implementing effective controls


• Good knowledge of technology networking such as WiFi, LAN, and VPN


• Good understanding of mobile apps, payment solutions and EPOS


• Experience of working within a mixed (in-house, third-party, outsourced) technology environment with complex technology hierarchy
  
  A salary of up to £45,000 with a KPI performance-related bonus of up to 15% of your salary


• 31 days holiday increasing to 33 after 2 years, life assurance, a workplace pension & free lunches on site


• Enhanced family leave


• The option to buy additional holidays - supporting your way of life


• Free access to mental health first aiders & counselling sessions - supporting you through life's ups and downs


• Free access to the 24/7 GP service, nutritional & health experts, financial & legal support - the wellbeing of our teams is key


• A vast amount of discounts & cashback for supermarkets & retail - reducing your shopping bills


• A cycle-to-work scheme - keeping your wellbeing and our carbon footprint in mind


• Discounts for cinemas, restaurants, hotels, holidays and family days out - we want our teams to enjoy life


• A great variety of opportunities & award-winning development programmes to support your career ambitions - big enough for growth, small enough to feel connected


• 2 days paid leave for charity work - the community is at the heart of everything we do



• Pro rata, incl. bank holidays


Why it's great to work for us...

Welcoming you into our warm, friendly, and genuine team from your first day, we'll make you feel part of the family. With an inclusive, collaborative, and caring culture, you will share our shared purpose of delivering outstanding customer service.

At Elior, we're innovators and extremely proud of our work around diversity, sustainability, and social value. That's why with a firm belief in a diverse workplace, 95% of our colleagues feel we cultivate a culture where people of all backgrounds are welcome and valued.