Service Delivery Manager

THIS ROLE CAN BE BASED IN BURY ST EDMUNDS OR BURTON ON TRENT

As a Service Delivery Manager you will lead of Service Delivery functions, consisting of our Service Desk, HRIS and SSO support desk, Change and Problem Management and also Okta Application Support. The role is varied and dynamic, with involvement in all areas of our business, from brewing, to Pub operations (Managed and Leased) and central functions such as HR and Finance.

The role requires a passionate and driven individual who can lead and develop this close-knit team, driving the culture of customer experience and root cause eradication in everything they do.  This role is particularly suited to someone who enjoys handling multiple priorities at any given time, with the breadth of knowledge to drive technical improvements alongside the patience to undertake day to day support activities.

Someone who excels in this role would have a strong customer ethic and the persuasive and personal skills to enthuse and engage a varied team to deliver excellent customer experiences in every interaction.  They will work with the Head of Support Services to set a strong and energising strategy that pushes the team forward and promotes the whole IT department as being in tune with the business needs and nimble enough to flex to the changing needs.

Proactivity is critical and a never waning desire to get to the root of an issue will be required on a daily basis.

Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.  

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…

In your role as Service Delivery Manager, you will...

• Design, develop and execute the IT support strategy including processes that drive benefit for customers (in conjunction with Head of Support Services)
• Understand Risk inherent in the systems, hardware and services we provide and ensure team process and procedures maintain the security of Greene King Networks, Systems and People
• Be Customer orientated, ensuring the best possible customer experience from the Support functions across IT as a whole, and direct reporting team specifically
• Ensure accountability for all incidents in the IT, ensuring system restoration in a timely and stable manner, and then a robust and deep incident review process that delivers real learnings and improvements
• Own the change process for all changes in the IT infrastructure and application catalogue, ensuring relevant controls and processes are in place and fit for purpose to make the governance robust and evolving

What you’ll bring… 

• A Customer Service Mentality, setting the direction that drives a culture of customer service as well as protecting our systems, such as patching, and staying ahead of evolving security threats
• Desire to proactively drive a root cause culture, eradicating issues and improving system performance, and customer experience
• A Passion for your team and wider IT, ensuring the best working environment possible and a team focused on collective goals
• A Risk Averse nature, looking to root out risks and remediate quickly and effectively

#LI-AC1

Experience in an IT Service or Support environment

ITIL Qualifications are preferred but not essential