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
What you'll be doing...
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
- 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
- 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
Working Pattern: Monday to Friday - 37.5 hours per week - 8:00 am - 4:30 pm
What can you bring?
Skills & experience:
- 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
- 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
Our way of saying thank you...
At Elior, we strive to ensure that our colleagues feel appreciated & rewarded, which is why we offer generous rewards & benefits in exchange for your dedicated efforts.
FREE On-Site Lunches: Enjoy complimentary lunches, saving you time & money while ensuring you stay nourished & energised throughout the day.
Support Your Way of Life:
- Flexible Working: We offer full-time & part-time roles, with varying shift patterns across the business. Allowing colleagues the flexibility to balance their personal & professional commitments
- Hybrid Working Model: Collaborate & innovate in the office three days a week while enjoying focused work-from-home days
- Holiday Allowance: Relax & recharge with 31 days of holiday (including bank holidays)
- Additional Holiday Purchase Option: Customise your time off by purchasing extra holidays
- Family Leave: Prioritise family commitments with flexible leave options
- Paid Charity Leave: Make a positive impact with two additional paid days for charity work
Big Enough for Growth, Small Enough to Connect:
- Opportunities for career progression while developing a close-knit community
Supporting You Through Life's Ups & Downs:
- Access mental health support & comprehensive wellbeing benefits
Keeping Finances & Wellbeing in Mind:
- Life assurance, workplace pension schemes, discounts, cashback, entertainment, leisure discounts, & a cycle to work scheme
Why it's great to work for us...
Elior is a multi-award-winning people business and one of the UK's leading contract caterers, with over 10,000 colleagues operating across a diverse range of sectors including:
- Workplaces & Office Space
- Sporting Venues & Stadiums
- Attraction & Heritage Sites
- Public Sector & Defence
- Health, Care & Hospitals
- Schools, Colleges & Universities
Along with our purpose of enriching lives everywhere, every day, we're committed to an inclusive culture and want our people to feel appreciated, supported, and fulfilled.
That's why 85% of colleagues tell us how proud they are to work for us!
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.