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Service Delivery Manager

Job Function:
United Kingdom
Job Type:

As Boohoo continues to grow, we are looking for an experienced Service Delivery Manager to overlook the IT operations in our Warehouses in Burnley and any future sites in the UK. 

Location: Wellingborough

What is expected of the Senior Service Delivery Manager?

  • Act as a single point of contact for all IT queries and escalations within Supply Chain and Logistic alongside managing and co-ordinating major incidents
  • Review new and current contracts to ensure there are no contractual exposures and service-related risks
  • Manage both capital and operational expenditure
  • Own and drive Service Improvement Plans within the Group to ensure internal and external improvement on service
  • Conducting investigative and report work on all breaches of OLA's, SLA's and KPIs
  • Produce monthly performance report for Senior Service Delivery Manager and Head of IT
  • Implement plan to increase satisfaction for all customers (CSAT)
  • Represent the interest of Service Operations to ensure projects are transitioned into BAU efficiently

  • Ensure regular Service Reviews with Suppliers to drive improvement and ensure suppliers are delivering to a high standard
  • Drive continual Service Improvement of Service Delivery standards and practises

What we look for in a Service Delivery Manager?

  • Experience in working in Supply Chain and Logistic
  • Experience in building and sustaining customer relationships on a senior level
  • Experience in leading teams
  • Able to manage and forecast budgets Previous P&L responsibility desirable
  • ITIL Service Management Accreditation desirable
  • Project Management Methodology
  • The ability to influence and build confidence with internal customers
  • Regular MI reporting showing risks, issues and successes