Service Delivery Manager

Please note, this role can be remote based with potentially a couple of visits a month to our Nuneaton office

Holland & Barrett International is striving to be the world's leading health and wellness business. Currently the largest in Europe and growing in other markets, the health and wellness of our colleagues and customers is at our heart.

Ready for an EPIC career?

As part of our strategic IT roadmap, we are transforming our IT services to embrace a proactive, data-driven approach. We are seeking a dynamic and experienced Service Delivery Manager to play a pivotal role in this transformation, overseeing the delivery of IT services and driving improvements to support our future operating model.

About the roleAs a Service Delivery Manager at Holland & Barrett, you will: - Oversee the delivery of IT services, ensuring compliance with SLAs, OLAs, and KPIs. - Develop strong relationships with key stakeholders to align processes with business requirements. - Be accountable for the quality of service and performance in your assigned service area. - Provide regular and accurate management reporting on IT Service performance. - Identify and implement service improvement initiatives for internal and external stakeholders. - Manage IT risks and implement strategies to minimize disruptions to trade, operations, or customer promise. - Manage the transition of new/changed services to BAU service, minimizing the impact of projects on your service area. - Drive service review meetings with internal and third-party vendors/suppliers. - Own the Incident, Problem, Request, Change, and Escalation processes. - Manage service incidents during and outside of office hours as part of a 24x7 rota. - Ensure all processes comply with internal security and technology standards. - Act as an ambassador for IT, fostering effective communication and building relationships across departments. - Demonstrate strong commercial awareness in project and supplier management.

Skills and experience - Experience as a Service Management professional with Incident/Major Incident Management background. - Experience in managing and improving the performance of third-party/vendor services. - Strong analytical and problem-solving skills, anticipating and responding to emerging trends. - Excellent stakeholder management skills, with a proven ability to develop and manage complex relationships. - Knowledge of all ITIL disciplines. - Positive attitude, recommending new ideas and driving efficiencies in existing processes. - Passion for overall service improvement. - Ability to work independently and collaboratively within a team. - Excellent written and verbal communication skills. - Ability to work under pressure and meet deadlines. - Flexibility, strong organizational, and project management skills. - Ability to manage sensitive information. - Leadership and coaching skills to support the wider Service team.

Desirable Qualifications: - ITILv3 or ITILv4 foundation. - Understanding/experience in a DevOps background. - Understanding/experience in Supplier/Vendor Management. - Understanding/experience in Transition Management. - Experience using JIRA and Confluence.

Our benefits - We operate virtually. Remote, hybrid or in our tech hubs – we work in an agile environment where you can thrive. - We offer a 10% incentive scheme, based on company performance – when we win, so do you - Learn from the best – at H&B you'll have the opportunity to enhance and expand your skills and shape your career - We want you to produce your best, so we provide you with the best tech equipment - Stay healthy with a 25% discount on all product ranges to help you live well - We like to recognise and celebrate our people with our Colleague Recognition Scheme, so your hard work won't go unnoticed

About H &BHolland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Our culture respects equality, values diversity and encourages individuality – because this allows our people to unlock their potential and be their best. We welcome everyone who shares our EPIC values regardless of background, culture, disability, ethnicity, gender identity or sexual orientation.

We are a growing and pioneering business. Our diverse and EPIC teams enable us to push boundaries and accomplish the extraordinary. As we continue to transform, we need more of the brightest and best minds to join us to turn our vision into a reality.