Job Introduction

Card Factory is the UK’s leading specialist retailer of greetings 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 technology-enabled Omni-channel retailer. This strategy sees significant investment into our IT team with a number of opportunities available to join a fast-paced environment and be part of our IT and digital journey. Our vertically integrated business will provide candidates the opportunity to work across multiple technology disciplines and to provide innovation for the next phase of our growth. If you are passionate about technology and how that can deliver real business value, now is the time to join Card Factory and be part of our exciting journey!   

Job Purpose:   

The IT Service Delivery Manager will successfully manage key end-to-end IT services, ensuring SLAs are met, service processes are documented and adhered to, and positively promote a culture of continual service improvement across both Service and Technical Services functions. The Service Delivery Manager will also manage key stakeholder relationships, drive supplier performance and manage IT support contracts to ensure IT services are delivered successfully, provide value and continue to meet the needs of the organisation.   

This position can be based at Wakefield HQ and remote working.

Role Responsibility

• Line management responsibility for a team of Service Analysts, organising workload, performing 1:1’s, team meetings, setting objectives, personal development plans , etc.   

• Engage, develop and maintain positive working relationships with key stakeholders across the business.   

• Work with other IT Teams, stakeholders, and suppliers to identify and drive service improvements.   

• Own and maintain the IT Service Improvement Plan   

• Respond promptly to and co-ordinate the management and resolution of major incidents, keeping stakeholders informed, undertake lessons learned, document follows up actions   

• Own the Problem Management process, analysing incident trends to identify recurring issues and ensuring support teams across IT work collaboratively to identify and resolve the root cause of incidents.   

• Promote and ensure adherence to agreed IT processes   

• Work closely with other IT Managers to promote collaboration between IT teams and a ‘one team culture.   

• Ensure required service metric reports are produced to demonstrate service performance   

• Manage SLA adherence   

• Liaise with key stakeholders and IT teams to develop and execute peak preparation plans for busy trading periods.   

• Manage performance of key suppliers, undertaking service review meetings, reviewing SLA reports, and manage the renewal of support contracts, ensuring they continue to deliver value.   

• Own and maintain the supplier contracts tracker, highlighting those contracts due for renewal to the Head of Service in advance of renewal dates and support contract negotiations.   

• Own the Service Transition process, working closely with the Business Transformation Team to facilitate the acceptance into support of new services.   

• Ensure Service Catalogue is maintained   

• Work closely with Architecture and Technical Services Teams to validate proposed Service Designs for new services.   

• Provide on-call support in the management of major incidents.   

• Own and facilitate the Change Management Process.   

The Ideal Candidate

• At least 3 years experience in a similar Service Delivery Management role   

• ITIL qualification to at least practitioner level or equivalent methodology experience   

• Experience successfully implementing ITIL processes   

• Major Incident Management experience  

• Experience managing and driving supplier performance and managing IT service contracts   

• SLA management experience  

• Production of Service Performance Reports and Trend Analysis (internal and external)   

• Demonstrable experience of successfully planning and transitioning new IT services into live operation   

• Risk management   

• Excellent verbal and written communication skills; including the ability to communicate with both a technical and non-technical audience, at all levels of organisation   

• Motivated and enthusiastic individual with a positive ‘can-do attitude.   

• High degree of professionalism, with excellent customer relationship/stakeholder management skills   

• Good team leadership skills with demonstrable experience of motivating others to get results   

• Good listening and problem-solving skills.   

• Flexibility required to provide support outside of core business hours to assist in the resolution of major incidents and the implementation of changes.   

• Good technical aptitude, with a passion for learning and driving optimisation.   

• Exposure to a high-volume retail environment is preferred, but not essential   

• Reliable individual, who is quick to respond to issues.   

• Ability to work effectively and maintain a level head when dealing with high-pressure situations   

• Ideally, hold a full clean driving license as travel between-group sites will be required.   

The successful candidate will join us at an exciting time, with the IT Department central to the delivery of the company’s new 5-year strategy. With the correct mindset and capabilities, the successful candidate will have the opportunity to make a real difference and to develop their skills and experience whilst we embark on a transformation journey.    

Please note that this role can be worked remotely.   

About the Company

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

• 33 days annual leave entitlement (inc public / bank holidays)
• Save as you Earn scheme
• 15% Staff Discount
• Discounted Gym Memberships
• O2 open mobile contracts
• Salary Finance
• Pension 
• Discounted Car Leasing
• Employee Care
• Flex My Day
• Card Factory Foundation
• MyCardFactory App: discounts at leading retailers

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

For any questions email: vacancies@cardfactory.co.uk (we do not accept CVs/Applications via email) 

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.

Sportswift Ltd T/A cardfactory