Service Delivery Manager

The Service Delivery Manager’s role is central in the delivery of a quality service to our customers.

This position will form an integral part of the Operations Delivery team, responsible for driving service excellence, stability and support across all of operations. The role will primarly be aligned to a Business Domain whilst also being responsible for the day to day delivery of services across a specified set of Primark regions.

You will be expected to manage operational relationships and performance of our key Technology Service Partners; working along side your Technology colleagues, whilst managing expectations of key stakeholders to deliver results in line with business goals.

Service Delivery Manager will be responsible for the following:

• Managing service delivery to ensure the availability of a fully functional, reliable and secure Technology environment across our environment.
• Ensure strong relationships are built and managed  with Key Business Stakeholders regarding technology operational services, issues and support.
• Accountable for all aspects of overall Service Management including those delivered through vendor engagement and strategic relationships.
• Driving stability and incident resolution to best protect the business.
• Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and corrective action plans are followed through.
• Drive problem management to identify, remove root cause to prevent reoccurrence and drive continual service improvement. 

Service Level Management

• Reporting on and working alongside Engineering to ensure our delivery of services meets and exceeds expectations

Continual service Improvement

• Manage and own a Continual Service Improvement plan for the respective area, ensuring that we continually identify and address areas for improvement​
• Ensure all actions feed into the overarching Service Delivery Service Improvement Plan​
• Ensure all actions relating to Major Incidents and PIRs are captured and progressed accordingly​
• Work with the appropriate Engineering and support teams to ensure all items progress to closure in a timely manner and in line with SLAs where appropriate​

Service Governance

• Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and improvement programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right methods.
• Populate and delivery weekly, monthly and quarterly Service governance to both Technology and Business stakeholders

Customer Satisfaction

• Ensure a clear engagement framework is in place with the respective business area​
• Hold weekly, Monthly and Quarterly reviews with Business stakeholders reporting back on service performance​
• Ensure an open and honest culture is in place with the respective business area allowing open and honest conversations​
• Install and maintain an XLA framework to measure the customer engagement and satisfaction scores

Partner / Vendor management

• Balance Technology Service Partners contractual obligations with the priorities of the Business – optimising value and performance from the Service Partners
• Monitor the overall level of service provided by Technology Service Partner/s  – including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues or gaps, benchmarking to ensure best in class.
• Ensure technology partners / vendors adhere to Company policies, procedures and standards.

Commercial

• Participate in appropriate commercial negotiations.
• Support budgetary management of Technology Opex.

Risk and Audit

• Maintain a risk register for Domain and Region​
• Service POC for audit findings and closure

Problem Management

• Report against volumes and trend against open Problems from open through to closure​
• Ensure problems are prioritised in accordance with business requirements [feeding into Engineering and Product where required]​

Change Management

• Ensure all changes to the live environment are assessed, approved, implemented and reviewed in a controlled manner
• Report against and track Successful and Failed changes on a monthly basis​

Knowledge, skills and experience:

• At least 5 years' experience in a Customer facing role.
• Exceptional ability to motivate and influence key contacts and decision makers required.
• Proven negotiation skills and ability to influence others at different levels.
• Excellent communications skills.
• Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.
• Proven team player in working with one's peers to ensure that delivery of service is timely, efficient and of high quality.
• Excellent verbal, written communication and presentation skills together with the ability to deliver customer presentation skills to board level.
• Practical financial budget experience preferred but not essential and a track record of management experience operating at a high level in the organisation.
• Proven commercial awareness and a track record of working with vendors / partners.
• Experience in creating a high performance culture through target setting, performance evaluation, and employee engagement.

Our fashion isn’t one-size-fits-all and neither is our culture. Primark promotes equal employment opportunity, we strive to create an inclusive workplace where people can be themselves, access opportunities and thrive together.

If you require extra support at any stage of the selection process, please get in touch with our team at removingbarriers@primark.co.uk.