IT Service Delivery Manager
Location
Annesley, Nottinghamshire | United Kingdom
Job description
The Company
Yusen Logistics is working to become the world’s preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities – through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.
We are looking for an IT Service Delivery Manager (Europe) in Oakwood or GP (hybrid position working remotely up to 4 days per week, subject to business requirements).
This role will be essential in ensuring the smooth and efficient delivery of IT services to our internal stakeholders and customers across the Yusen Europe region. As an IT Service Delivery Manager (Europe), you will be a primary point of contact, liaison, and escalation for operational IT services, ensuring that IT services are delivered to the agreed quality and timeliness.
This will also include responsibly for building and maintaining excellent relationships with key stakeholders and suppliers, continually improving the efficiency and effectiveness of the IT services delivered.
The position will offer a salary of up to £40,000 (subject to experience)
Our benefits:
• Individual health cover
• 25 days’ holiday (excluding bank holidays) and 5 days Volunteer Leave per year
• Opportunity for Unpaid Leave
• Up to 10 days international remote working*
• Critical Illness Cover
• MyStrength Wellbeing App
• Free online Fitness Platform i.e. Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition
• On Site Mental health First Aiders
• Employee benefits i.e. Free eye test*, up to 25% off gym membership, high street vouchers
• Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service
• Tailored development and career opportunities
1. IT Service Delivery
a. Oversee the day-to-day operation of IT services, ensuring that service levels are met or exceeded.
b. Collaborate with internal stakeholders to understand their needs and requirements for IT services.
2. Stakeholders Management
a. Identify key stakeholders in projects rollout in the relevant countries across Europe.
b. Understand the interests, needs and expectations of each stakeholder group.
c. Actively engage with stakeholders to establish the most effective forms of communication to support initiatives rollout, communicate the rollout plan and identify CI opportunities.
d. Manage stakeholders’ expectations in relation to KPIs, SLAs and timelines.
3. Procedure and Compliance
a. Monitor and analyse performance metrics to identify areas for improvement and implement corrective actions.
b. Support, develop and implement IT service delivery strategies, policies, and procedures.
c. Drive continuous improvement initiatives to enhance the effective and effectiveness of service delivery processes.
d. Identify potential risks or issues that may impact service delivery and develop contingency plans.
e. Ensure compliance with industry standards, regulations, and best practices in IT service management.
4. ITIL and ITSM
a. Take over critical ITIL roles such as Major Incident, Change and Risk Manager when needed.
b. Ensure that documentation, records, and evidence are correctly correlated and updated.
Key requirements:
• Degree level or applicable experience required
• Previous experience in Service delivery and Helpdesk support
• Excellent knowledge of ITSM and ITIL process, from both a theory and practical implementation
• Strong knowledge of Servicenow or a similar ITSM Tool
• The ability to influence stakeholders both internally & externally and at different levels of seniority
• Flexible and proactive approach
• Excellent communication and customer service skills
• Ability to implement and drive change across the organisation
• IT – Outlook, Excel, PowerPoint
• Ability to withstand pressure and work to tight deadlines
• The role will require occasional European travel
We thank all applicants for their interest, however, only those under consideration will be contacted.
Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential.
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