Job Introduction

Please note: Due to the Government announcement of a further lock down in England, there may be a delay in processing your application.

We apologise for any inconvenience.

Do you lead the way?  

Are you a grafter?  

Are you loyal?  

If yes, read below to see how you could be a part of our story!  

Welcome to Card Factory - and your opportunity to be part of our exciting future. As the country’s largest, independent gift and greetings card retailer with over 1000 stores, Card Factory is really thriving. As well as being a progressive, exciting and friendly company, we reward our people’s commitment and determination. 

The Junior Service Delivery Manager will support the IT Service Delivery Manager in ensuring that all IT Services are delivered in accordance to best practise processes and in line with agreed SLA’s, identifying and planning service improvements, driving performance of support partners and assisting in the on-boarding of new services.

Role Responsibility

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• Establish and influence an approach to knowledge management;
• Define and agree SLA's to enable key services to be measured;
• Lead on key incidents to ensure timely resolution of issues and communications;
• Engage in hands-on Problem Management, working with other IT support teams to ensure analysis, understanding and resolution of ongoing Problem records;
• Actively participate in knowledge transfer sessions from other functions within the business, in order to translate these details into palatable support material for the IT Service Desk;
• Assist in the management of support partners, review supplier performance and collating reporting metrics for the IT Service Manager;
• Identify and suggest operational improvements to processes and procedures, implementing and/or supporting the development of Standard Operating Procedures (SOPs) where applicable;
• Contribute towards the service design and service transition elements of Onboarding new Services into the business;
• Maintain the IT Service Catalogue;
• Work with IT support teams to proactively identify and track service improvement initiatives and track these via the Service Improvement Plan;
• Support the IT Service Desk in times of critical need (i.e. Major Incidents or Overflow situations)

The Ideal Candidate

• Good working understanding of ITIL Processes and experience of working in an ITIL service environment;
• Proven track record of providing excellent customer service within a service delivery role;
• Good analytical and problem-solving skills;
• Ability to look holistically at end to end services to assist with problem resolution;
• Motivated individual with a positive ‘can do’ attitude;
• Great team player;
• Flexibility to work outside of core hours when required to support the team in resolving major incidents and during peak periods;
• Good working knowledge of IT;
• Excellent verbal and written communication skills;
• Strong planning and organisational skills;
• Ability to articulate complex detail in a clear and audience-appropriate manner;
• Experience of working in an IT Retail environment preferred;
• An ability to appropriately manage and operate own workload;
• ITIL v4 Foundation certificate or equivalent understanding of ITIL processes.

About the Company

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

• 25 holidays + 8 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 role may involve out of hours and weekend working to support the business needs and the ideal candidate will hold a full clean driving license as travel between group sites may be required.

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