Service Delivery Manager, BIT Shared Services & ITSM
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RELEX Solutions create cutting-edge supply chain and retail planning software. Within our platforms, we have the power and potential to increase adaptability, efficiency and sustainability in the consumer goods and retail value chain. Our impact is tangible; from sustainability and eliminating waste to delighting customers and delivering great tailored tech solutions, we’re curious and passionate challenge-seekers creating the future of retail today.
The Service Delivery Manager for BIT Shared Services & ITSM will be responsible for establishing, managing, and continually improving the internal IT shared services framework. This role includes ownership of IT Service Management (ITSM) technologies and associated service operations, ensuring high-quality service delivery and alignment with business objectives. Your main key stakeholders are IT Operations, Business & Information technology, Service Delivery, Customer Operations and possible other departments in RELEX.
What you will be doing:
- Strategic Leadership and Setup of Shared Services:
- Define and develop the IT Operations service portfolio, including the creation of a comprehensive service catalogue, to provide clarity on service offerings and ensure alignment across BIT shared services.
- Design, implement, and lead BIT shared services to support the internal IT needs of the organization together with Head of IT Operations.
- Support in developing a strategic roadmap for shared services, aligning with company goals and ensuring scalability and efficiency together with Head of IT Operations.
- Establish service-level agreements (SLAs) and key performance indicators (KPIs) to measure and optimize performance together with Head of IT Operations.
- ITSM Technology and Service Ownership:
- Own and oversee the ITSM platform, ensuring its effective deployment and integration across the IT environment.
- Oversees updates, enhancements, and the overall lifecycle of ITSM tools are managed effectively to support seamless service delivery.
- Develop and maintain ITSM processes in line with industry best practices, such as ITIL.
- Support in standardizing IT service lifecycle processes to ensure successful adoption across the BIT teams, together with Head of Service Delivery & Development.
- Stakeholder Engagement and Communication:
- Act as the main point of contact for stakeholders, ensuring transparent communication and alignment of IT services with business expectations.
- Provide regular reporting and updates on service performance, issues, and improvements.
- Team Development:
- Conduct training and upskilling programs to enhance team proficiency in ITSM practices and shared service delivery.
We’re looking for:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience: Minimum of 5 years in IT service delivery or IT operations management, with a focus on ITSM and shared services.
- Certifications: ITIL certification is preferred; additional relevant certifications are a plus.
- Strong knowledge of ITSM tools and practices.
- Excellent leadership and project management skills.
- Effective communication and stakeholder management abilities.
- Problem-solving mindset and proactive approach to service improvement.
- Strategic thinking and planning
- Customer-focused service delivery
- Strong analytical and process-oriented approach
- Adaptability and resilience in dynamic environments
Our UK Offices
RELEXians can be found around the world, but here we’re based in Stoke and London. You’ll find our Stoke office in a university campus business park, a genuinely collaborative space surrounded by up-and-coming talent. In London, we have a brand-new vibrant space that doesn’t compromise on cosiness – it’s a welcoming customer hub! One of our meeting rooms even transforms into a cinema, and dogs are more than welcome. Both offices are well-equipped spaces in which to socialise and work. Your future teammates are just as passionate about technology/impacting the world as you are; they’re a vital part of our unique culture that encourages personal development and genuine work-life balance.
Across RELEX, our people are supported and rewarded. In the UK, we go even further. As well as:
- A competitive salary
- Flexible and hybrid working
- 25 days annual leave
We offer family-orientated policies such as maternity and paternity packages, the gift of time to do the school run, days off for first days of school, and even leave for your wedding and moving house! We also have private medical care, company events and a company-wide bonus. But that’s not all.
We’re on a journey with our pioneering technology and exciting growth, which is why we celebrate diversity and are committed to creating an inclusive environment for everyone. We can’t wait to see what challenges you’ll overcome and what problems you’ll solve. Join us and work with the best. Be curious. Be RELEX – Apply today.
Being part of RELEX means being heard, feeling valued and knowing that you can be yourself because you belong. We believe in actions, not words, regarding diverse hiring and employment practices. We take DE&I seriously. We champion and benefit from global diversity. We’re creating and evolving our culture to welcome everyone and value every idea.
Are you the one we’re looking for? Apply today and become a part of our RELEX family!
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