Service Delivery Manager

Join our team!
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
What can you bring?

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

Our way of saying thank you...

We thank our colleagues for a job well done, that's why we offer a wide range of benefits, including;
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.
If you want to give back to the community, this may be your role. Apply today.
Our People Promise
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.

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