At a Glance
- Tasks: Lead tech operations and ensure top-notch IT service delivery across the business.
- Company: Join Trinny London, a fast-growing beauty brand revolutionising makeup and skincare.
- Benefits: Enjoy flexible working, 25 days holiday, and a £500 annual product allowance.
- Other info: Collaborative culture with plenty of opportunities for personal growth and development.
- Why this job: Be part of a dynamic team making a real impact in the beauty industry.
- Qualifications: Experience in IT operations and strong communication skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
Are you ready to rethink your routine?
We're looking for a Service Delivery Manager to join our focused and highly skilled internal Tech team.
Reporting into our Head of Tech Enablement, you will own and coordinate the day-to-day delivery of technology operations across the business.
You will act as the critical liaison between business stakeholders, the offshore application management partner, and the internal End User Computing (EUC) team, with the primary goal of ensuring reliable, secure, and customer-focused IT services that uphold business continuity and efficiency.
These offices are based at our Head Office in Chelsea, 4-5 days a week.
Welcome to Trinny London!
Here at Trinny London, we're changing the face of makeup and demystifying skincare, and we're only just getting started.
Founded in 2017 by Trinny Woodall, Trinny London is challenging people all over the world to rethink their routines.
We have achieved tremendous growth since 2017 and we're proud to be one of Europe's fastest-growing beauty brands.
We're generating millions of sales by developing innovative products, acquiring hundreds of thousands of supporters and customers all over the world, and more importantly, building a talented and motivated team to support our fantastic growth.
Our Values We live by three core values: we bring fearless passion, we act with smart intent and we all wear yellow.
We always go the extra mile, working together to push boundaries and celebrate our wins and learnings as a team.
We listen to every idea, big or small, and make considered decisions.
We support each other to achieve our goals and thrive on collaboration.
- Own and manage end-to-end IT service delivery, ensuring high levels of availability, performance, and user satisfaction, leading our End User Analysts to deliver first and second-line support to head office, retail, and field users
- Oversee incident, problem, and change management processes - ensuring timely resolution, root cause analysis, and continuous improvement
- Maintain and communicate service performance metrics (SLAs, KPIs, and trends) to business and technology leadership
- Manage major incidents and coordinate cross-team resolution (internal and offshore)
- Collate and manage a service risk log and work with development partners to implement solutions and mitigations
- Act as the primary operational contact for the offshore application management partner
- Monitor and review partner performance against contractual SLAs and KPIs, driving accountability and service improvement
- Participate in regular service review meetings and manage escalation paths
- Work with procurement and the Head of Tech Enablement on renewal planning, performance reviews and commercial negotiations
- Oversee endpoint management, device lifecycle, and user access processes
- Drive user experience and service desk improvements: process, tooling, onboarding/offboarding efficiency, and proactive maintenance practices
- Ensure compliance with security, patching, and backup standards
- Maintain the IT service management framework (e. g., ITIL-aligned processes)
- Identify opportunities for automation, AI/analytics-based insight, and process efficiency within service operations
- Develop and maintain service documentation, CMDB accuracy, and knowledge base articles
- Act as the key contact for business stakeholders on operational technology matters and End User Compute education/upskilling
- Communicate service performance, risks, and planned improvements in clear, business-friendly language
- Manage user communications around service changes, outages, and improvements
Requirements
- Proven experience as a Service Delivery Manager or equivalent IT operations role, ideally within a multi-channel retail or consumer brand environment (beneficial to have familiarity with e Commerce, ERP, and CRM systems)
- Strong understanding of ITIL or similar service management frameworks
- Experience managing offshore or third-party support providers
- Customer-focused and pragmatic problem solver
- Calm under pressure, able to manage competing priorities
- Collaborative, with a continuous improvement mindset
- Empathetic leader who develops and supports their team
- Able to translate technical issues into business language
- Hands-on experience in end-user support environments (e. g., Google Workplace, Windows 10/11, endpoint management)
- Excellent communication, stakeholder management, and vendor relationship skills; experience of vendor selection, management and contract negotiation is a bonus
- Strong analytical and reporting skills for service metrics and performance trends
- Exposure to automation, AI, or digital service improvement tools
- ITIL v4 certification or similar is a bonus
Benefits
- Flexible working, with core working hours; however you will be the primary out-of-hours contact for any priority 1 service issues.
- 25 days holiday, plus spontaneous Wellbeing Days, Early Finish Fridays and Summer Fridays.
- Welcome to Trinny London Starter Stack and swag.
- Your Beauty Wallet: you'll receive a £500 annual product allowance to explore and enjoy our full range of Trinny London products.
- Company discount for yourself, your friends, and family.
- Vitality health scheme, EAP and Medicash (including dental, optical & audiological care).
- Annual personal training and development budget.
- Enhanced family-friendly packages.
- Pension scheme.
- Cycle to work scheme.
- T-Parties - many office socials as well as summer and festive celebrations.
- Rewards and Recognition Scheme (awarding length of service with gifts, vouchers and additional annual leave).
- Equal Opportunities
We celebrate diversity in our customers, our products, and the teams we build.
We champion inclusivity and want everyone to be the best versions of themselves.
We're committed to equal opportunities and welcome people from all backgrounds, with their unique perspectives, ideas and experiences.
- Proven experience as a Service Delivery Manager or equivalent IT operations role, ideally within a multi-channel retail or consumer brand environment (beneficial to have familiarity with e Commerce, ERP, and CRM systems)
- Strong understanding of ITIL or similar service management frameworks
- Experience managing offshore or third-party support providers
- Customer-focused and pragmatic problem solver
- Calm under pressure, able to manage competing priorities
- Collaborative, with a continuous improvement mindset
- Empathetic leader who develops and supports their team
- Able to translate technical issues into business language
- Hands-on experience in end-user support environments (e. g., Google Workplace, Windows 10/11, endpoint management)
- Excellent communication, stakeholder management, and vendor relationship skills; experience of vendor selection, management and contract negotiation is a bonus
- Strong analytical and reporting skills for service metrics and performance trends
- Exposure to automation, AI, or digital service improvement tools
- ITIL v4 certification or similar is a bonus
- Flexible working, with core working hours; however you will be the primary out-of-hours contact for any priority 1 service issues.
- 25 days holiday, plus spontaneous Wellbeing Days, Early Finish Fridays and Summer Fridays.
- Welcome to Trinny London Starter Stack and swag.
- Your Beauty Wallet: you'll receive a £500 annual product allowance to explore and enjoy our full range of Trinny London products.
- Company discount for yourself, your friends, and family.
- Vitality health scheme, EAP and Medicash (including dental, optical & audiological care).
- Annual personal training and development budget.
- Enhanced family-friendly packages.
- Pension scheme.
- Cycle to work scheme.
- T-Parties - many office socials as well as summer and festive celebrations.
- Rewards and Recognition Scheme (awarding length of service with gifts, vouchers and additional annual leave).
- #J-18808-Ljbffr
Service Delivery Manager in City of Westminster employer: Trinny London
At Trinny London, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and innovation. Located in the heart of Chelsea, our team enjoys flexible working arrangements, generous holiday allowances, and unique perks like a £500 annual product allowance and regular social events. We are committed to employee growth, providing annual training budgets and enhanced family-friendly packages, making us a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in City of Westminster
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Trinny London values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Trinny London might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Trinny London!
✨Direct Apply to Trinny London
Let's not forget to apply directly through the Trinny London website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in City of Westminster
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Trinny London.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Trinny London. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Trinny London
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
