Loading media...

Service Delivery Manager


Job description

A great opportunity has arisen to join the Group IT function for fast growing global FMCG Evergreen Garden Care - supporting leading consumer brands like Miracle Gro, RoundUp, Levington, Tomorite, Weedol to name a few.

A bit about being a Service Delivery Manager at Evergreen:

  • Accountable (and responsible) for agreeing and documenting appropriate IT service level agreements and then ensuring they are met, putting in place service improvement plans where required
  • Accountable for ensuring Incident and Problem Management is successfully provided, against set SLAs
  • Accountable for ensuring an efficient and cost effective Service Desk is provided ensuring customer requests / issues are resolved successfully, taking overall responsibility for resolving customer escalations
  • Accountable and responsible for producing and maintaining an accurate Service Catalogue
  • Working closely with other IT Managers, accountable for ensuring technical documentation is updated when new services are released from IT Delivery into production
  • To manage the service provided by 3rd-parties

A bit about you:

  • You have an ITIL Certification along side strong experience of IT service, operations and support
  • Track record of successfully managing a service delivery function (including incident & problem management; change & release management; config & asset management; service desk; service catalogue and service level agreements, people management)
  • You are proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation
  • You can ensure that IT KPIs are set and met (for service desk, incident and problem resolution, change and release management, service level agreements) and improved as service improves
  • You have a broad IT and commercial perspective and an understanding of the overall picture of how the IT service fits and contribute
  • You recognise the importance of the customer through creating opportunities to talk to customers on a wide scale (highlighting the IT Team’s successes) and supporting/enabling decisions to be made based on customer feedback, insights and trends
  • You can proactively reflect and challenge when results aren't being achieved and addresses areas requiring resolution. Coaches others to recognise barriers to success and enables others to manage these issues
  • You can demonstrate experience in ensuring the effective management and resolution of incidents, and will be able to draw recommendations which are then reported to the Head of IT Operations, Head of Business Improvement and Product Owner on major incidents. Can develop robust action plans with regards to service improvement activities required, etc
  • Can energise and lead a team by through enabling them to see how their work impacts the business results, ensuring they remain informed on relevant business information and allowing them to work collaboratively with a range of people to support the wider business agenda

If this sounds like you, then apply today!

Job type