Service Delivery Manager

Joining Culina Group as Service Delivery Manager, you will be responsible for the management and efficiency of the day-to-day operations of the Group IT Service Delivery function. You will effectively monitor, control, and support service delivery, ensuring systems, methodologies, and procedures are followed. Shifts: Monday to Friday Key Duties: Define service level agreements (SLAs) in relation to contracted services, ensuring SLAs are achieved; service quality and client expectations are met or exceeded. Produce performance reports on an agreed schedule or upon request. Manage the team: handle holiday, expenses, and absence management duties, including disciplinary/grievance resolution and yearly performance reviews. Mentor and lead the team—training and shaping them to strive for excellence. Onboard new team members and encourage the development of existing team members. Provide an escalation path for the business for issues/queries. Manage the allocation, prioritization, and progression of tasks. Operate department processes continuously, ensuring they are current, reflect best practices, and are commercially sound. Set, maintain, and improve customer service and business KPIs through the IT functions\’ objectives. Utilize business in-house systems effectively within your team. Ensure the team updates news items, vacancies, and process updates on the Intranet as they occur, accurately reflecting current team and processes. Liaise with SLT, technicians, and business representatives from all departments, acting as the primary support contact between IT and the business. Manage third-party support contracts, service desks, and service suppliers. Deliver PDPs to your team and create opportunities for succession planning. Maintain IT systems in line with supplier recommendations and best practices. Ensure systems operate according to business requirements. Create proposals for system improvements to the Group Director of IT Service, Operations & Infrastructure based on recommendations. #J-18808-Ljbffr