Service Delivery Manager

Overview

We're Kingfisher, a team of over 74,000 passionate people who bring Kingfisher and all our other brands - B&Q, Screwfix, Brico Depot, Castorama and Koçtaş - to life. That's right, we're big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that's where you come in.

At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.

We are open to flexible and agile working, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & Yeovil. Talk to us about how we can best support you!

We are looking for a Service Delivery Manager to join the team, to take accountability for IT services that are critical to our business. Working with Delivery stakeholders, you will obtain and interpret relevant data to understand service priorities and improve the operational effectiveness of services. To be successful in this role, you will be highly focused on customer service, with a proven track record of managing both internal and external suppliers and the ability to build relationships with senior business stakeholders.

This role is based out of our Screwfix office in Yeovil, with the expectation of 12 days a month onsite.

Responsibilities

• Conduct IT service reviews with business functions and service providers, ensuring vendors achieve the required targets.
• Take accountability for escalated issues and managed incidents, ensuring prioritisation of technical resources to achieve desired outcomes.
• Clearly understand the business priorities and drivers, ensuring roadmaps for IT services are aligned accordingly.
• Ensure new services are introduced effectively with appropriate monitoring, metrics and support in place.
• Protect services by managing risks, approving changes and planning releases.
• Work with Delivery stakeholders to foster and maintain a service culture and continuous improvement ethos.

Qualifications

• Experience working in Service Delivery Manager, Service Owner/Manager role, responsible for a portfolio of IT services, for example Supply Chain, Logistics, eCommerce, mobile apps etc.
• Experience of Service Introduction and Delivery Management in a multi-supplier outsourced environment.
• Proven track record of continuous service improvement.
• The ability to communicate and influence effectively with senior stakeholders, peers and external providers, turning technical information into business language and vice versa.
• Demonstrable skills and certification in best practices or methodologies such as ITIL, Six Sigma, ISO20000.
• Experience of Product & Platform Agile delivery frameworks and Dev/Ops models.
• A tenacity to deliver with the resilience to deal with difficult situations.

Behaviours

• Be Customer Focused - constantly improving our customers' experience.
• Be Human - acting with humanity and care.
• Be Curious - thrive on learning, thinking beyond the obvious.
• Be Agile - working with trust, pace and agility.
• Be Inclusive - acting inclusively in diverse teams to work together.
• Be Accountable - championing the plan to deliver results and growth.

At Kingfisher, we value the perspectives that any new team members bring, and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here!

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

Interested? Great, apply now and help us to Power the Possible.

Private Health Care

Opportunity to receive up to family level cover with AXA. Join within three months of starting or at annual renewal in April. (This benefit is subject to Benefit In Kind taxation).

Kingfisher Pension Scheme

Immediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company.

25 Days' Holiday

25 days per annum plus bank holidays as stated in your contract (pro rated for part time colleagues).

Staff Discount

20% discount at B&Q and Screwfix. Eligible after 3 months service.

Kingfisher Share Incentive Plan (SIP)

Share ownership in a tax efficient way. Save between £10 to £150 per month. Join at any time once three months service is reached.

Life Assurance

x4 Salary plus benefit equal to value of your Retirement Account (if an active member of KPS-MP) or x1 Salary if not active member.

Bonus

Competitive bonus scheme that aligns to work level of role.

Kingfisher Share Save

Save with the option to buy Kingfisher plc shares at the end of a 3 or 5 year period. Offered annually. Three months service is required at the annual invitation date, normally in October.

Application Process What to expect from our application process Step 1: Application

Send in your application via our Kingfisher Careers website.

Step 2: Review

A member of the Talent Acquisition team will then review your application let you know if you have progressed to the next stage of the process.

Step 3: Interview 1

You'll then have a telephone interview/one to one conversation with a recruiter.

Step 4: Interview 2

As you progress, you'll be invited to attend a face to face or virtual interview.

Step 5: Feedback

Your recruiter will be in contact with feedback and, if successful, the details of your job offer!