IT Service Manager

Job Introduction

Join us at cardfactory for the exciting role of IT Service Delivery Manager - Data & Digital. This position offers a fantastic opportunity to guarantee top-notch services for our colleagues, meeting SLAs, documenting service processes, and fostering a culture of continuous service enhancement.

As the Service Manager – Data & Digital (SMDD), you will establish and nurture positive relationships with key stakeholders, enhance supplier performance, and oversee IT support contracts to ensure successful service delivery that adds value and remains aligned with organizational requirements.

Additionally, the SMDD will focus on aligning the Service Management function with the company's long-term strategic objectives. Ready to drive excellence in service delivery and strategic alignment? Join us in this pivotal role at cardfactory. 

Based at Junction 41 in Wakefield, hybrid way of working, colleagues are required to work in the office for a minimum of 1-2 days per week, with the expectation of additional attendance when needed

Main Responsibilities

• Work closely with IT functional and platform squads to provide input into and validate proposed service designs for new solutions/services
• Co-ordinate the management and resolution of major incidents in line with the IT Incident Management process, keeping stakeholders informed, identifying lessons learned and driving follow up actions
• Delivers effective Problem Management, taking responsibility for identifying trends in issues over time, prioritising problems, understanding their complexity and updating key stakeholders
• Ensure the IT Change Management process is adhered to and attend Change Approval Board (CAB) as required
• Manage SLA adherence with internal IT squads and ensure service metric reports are regularly produced to demonstrate service delivery performance and to manage performance of key support partners, undertaking service review meetings and reviewing their adherence to SLA’s 
• Develop and maintain ongoing IT service improvement /enhancement plans, working collaboratively with IT squads and third parties to ensure recommended actions to resolve issues are followed through to completion in a timely manner and a roadmap of improvement activities is defined
• Responsible for the design and delivery of specific service reports tailored to business areas for senior business stakeholders including performance against SLA’s, issue trends, service improvement initiatives and relevant IT projects
• Perform trend analysis on repeat issues and proactively work with other IT colleagues to reduce the volume of repeat service issues  
• Provide on call support in the management of major incidents and act as a point of escalation for complaints, working with the relevant IT Squads and suppliers to identify methods for resolution
• Liaise with key stakeholders and IT teams to develop and execute peak preparation plans for busy trading periods

The Ideal Candidate

• Experience in a similar IT Service Delivery Management role  
• SLA management and Service Performance reporting 
• Good IT technical aptitude, with a passion for identifying and driving service improvements. 
• Exceptional stakeholder management skills with the ability to quickly establish rapport and gain trust
• Excellent verbal and written communication skills; including ability to communicate with both technical and non-technical audience, at all levels of organisation  
• Experience of matrix managing other teams to drive resolution to technical problems 
• High degree of professionalism, with confident presentation skills 
• Demonstrates active listening and problem-solving skills
• Flexibility required to provide support outside of core business hours to assist in the resolution of major incidents
• Exposure to a high-volume retail environment is preferred, but not essential 
• Ability to work effectively and maintain a level head when dealing with high pressure situations  

About The Company

Card Factory is the UK’s leading specialist retailer of greeting cards, dressings, and gifts with over one thousand stores across the UK and Ireland.  In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer.  This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey.  

In return, we offer a wide range of benefits to support your physical, mental, and financial well-being.

Benefits

• 25% Card Factory colleague discount in-store and online
• Save As You Earn scheme
• Financial Wellbeing Support       
  • Financial Education Tools
  • Salary Advance
• Seasonal incentive schemes
• Opportunity to apply for Retail Apprenticeships
• Access to blended learning and development content
• Discounted mobile phone contracts
• Discounts across 100’s of UK retailers
• Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies, please.