Technology
Location
Burnley
Job Type
Permanent

About the Company

Who we are

At the boohoo group we pride ourselves on doing things differently. Our attitude is simple: Hire the very best people in the sector and give them the scope, autonomy and authority to use their talent to drive our business forward.

Working collaboratively is a must, sharing ideas and problem solving together part of our DNA and our culture... that’s simple too: Better to try and fail than not try at all, we don’t finger point, we don’t blame, we just problem solve and try again.

The boohoo group is growing at a phenomenal rate: In the last two years alone, we’ve grown from 5 brands to 13, from 13m customers to 19m and grown our social media following by 20m. In 2020 we had just 44 websites and Apps we now have 81.

Driving this amount of growth requires talent. Our amazing teams work at pace, they plan to win, they break down barriers and they succeed. In 2021 we have launched 4 new brands, including Debenhams.com which is a totally new concept for the Group, which got delivered in 12 weeks.

Plus, opened 2 new international distribution centres and supported the on boarding of around 1000 new colleagues.

About the Role

Job Summary:

Responsible for seamless delivery of IT Service to Boohoo end users. Working within IT Operations, you will be responsible for managing internal IT relationships, both within Boohoo IT Functions and with key business stakeholders, and for owning relationships with key third party vendors, ensuring they are accountable for the Services and Applications they deliver. The role includes line management of an on-site IT support team, who are responsible for Second Line user management and software and hardware support for the relevant business area.

 

Tasks, Duties & Responsibilities: 

  • Day to day ownership of relationships with Third Parties supplying key Services and Applications in your business area, ensuring regular Service Reviews are in place to assess performance, quality and process, and ensure Service Improvement Plans are implemented and improvements within them owned through to resolution
  • Work with stakeholders to align Services and Business areas under your remit with underpinning Incident, Request, Change and Escalation frameworks and processes to ensure homogeny of approach across the business
  • Manage Key Internal Stakeholder relationships, continually working to improve service provision to the business, implement 360 feedback between service management and stakeholders, and be a point of escalation
  • Line Management of on-site First and Second Line IT Support Teams, including performance management, and implementing succession management and shadowing where appropriate
  • Stakeholder in Major Incidents, with the requirement to act as incident management on occasion in hours, and be part of an out of hours rota. Following Major Incidents, ensure Root Cause Analysis/ Post Incident Review actions which sit within your remit and tracked through to resolution
  • Ensure the IT estate under your management is fit for purpose – Hardware versioning is in support, patching and anti-virus updates are carried out when required etc.
  • Service Stakeholder in Projects in your area, ensuring that Service are involved from the outset of the project, and that the requirements for service support are fully understood, impact to service is minimised where possible, and Transition Management is in place to ensure smooth passage from Project to BAU support

About The Candidate

Ideally you will have a minimum or five years experience in Service Delivery Management or a related ITIL discipline:

  • Windows 10 & Office 2016 and above
  • Office 365
  • User administration across IT systems
  • Manage Engine Service Desk (ITSM Tool) or similar ITSM toolset
  • ITIL Foundation minimum

The successful candidate will have strong experience of managing relationships with third party suppliers, and with senior key internal business stakeholders, including C+ exec escalation.

What you will get as a Service Delivery Manager:

  • Competitive salary based on experience
  • Flexible Smart working – 4 days remote per week with 1 in the office to collaborate with colleagues
  • Yearly bonus scheme
  • Break out areas with arcade games in a dog-friendly software house!
  • Incredible share options!
  • Contributory Pension
  • 40% discount across all brands
  • Subsidised restaurant
  • Plus, the opportunity to work in a company that encourages engagement and growth!

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