Senior IT Service Delivery Manager opportunity at Caffè Nero

Based at our Head Office in Covent Garden, Central London, the Senior IT Service Delivery Manager leads on the quality of IT support, solutions and delivery used by our teams at the Caffè Nero Group. They oversee the operations and performance of the Service Desk and are instrumental in the setup, configuration, and delivery of new technology. They ensure our customers receive IT solutions, with minimal impact on operations, by being a key part of the technology cycle from concept to creation. They are actively involved in decision making that helps improve business performance through service and technology innovation, and are instrumental in building a high performing team to support and deliver.

Reporting to the Head of IT for the UK, key accountabilities of the role include:

IT Service Delivery:

Accountable for high quality service levels across the IT department.
Responsible for ITSM platform and how it facilitates the IT operation and process.
Implement Asset Management to categorise, assign and track equipment through ITSM.
Own the Major Incident Process, ensuring communication across the business and RCA is achieved.
Own the Change Process and champion agreed practices and processes.
Problem Management and Trend Analysis.

Supplier Management:

Forge strong relationships with suppliers, owning SLAs and escalation paths whilst promoting service excellence.
Ensure supplier contracts meet expectations with respect to service and functionality.

Leadership:

Lead, coach, develop and motivate the team to achieve high performance and personal growth.
Report and present to the wider IT department on weekly priorities, SLAs and ITSM KPIs.
Oversight of performance metrics, implementing corrective measures where needed.
Be the port of call for business escalations; relieve tensions, solve problems, and give realistic expectations.

IT Business Solutions:

Ensure technical documentation, call scripts, knowledge bases and known issues are in place and trained in for smooth support transitions.
Collaborate with the IT Project Management team to define the scope and objectives of new technology deployments.
Identify and interpret technical requirements.
Ensure software and hardware deployments are supported and provide testing resource where needed.

The right person:

Caffè Nero is a company with a very special culture and an open and friendly style of working. It operates at pace and is a high-energy, invigorating environment. It attracts people with warmth and a positive outlook who genuinely enjoy working with people.

Whichever country you’re in, Caffè Nero has a culture in which close-knit relationships and trust are at its heart. At Caffè Nero, you truly feel part of a kind and caring family.

The Senior IT Service Delivery Manager will embrace and champion the Company culture. They will be curious and inquisitive, with an engaging personality, and an ability to connect with people across the business, whatever their job. On top of this they will have solid experience of leading IT service and/or support teams in a fast paced, service driven environment.

The successful candidate will demonstrate they have:

Solid experience in an IT leadership role (Service Delivery or IT Support Management), ideally in a multi-site retail or hospitality environment. They’ll know their stuff and have strong credentials!
A working knowledge of IT Service Management principles (e.g. ITIL).
Experience of assessing and identifying IT solutions in an entrepreneurial and fast-moving environment.
Great written and spoken communication skills – an ability to articulate in an engaging way, whoever that's with.
A process driven approach, especially around service.
Adaptability of style, bringing people with them, whether or not they’re technically minded!
Strong business partnering experience.
Commercial and KPI awareness, with the ability to drive performance through others.
An ability to understand, analyse and manage detail, whilst focusing on wider business objectives.
An aptitude for translating business requirements into technical solutions.
Strong experience in supplier and stakeholder management.
A relevant IT qualification.

Being part of the Caffè Nero team:

A wonderful place to work, right in the middle of bustling Covent Garden (our Head Office Teams are typically working a minimum of 3 days a week in the office).
Access to our benefits platform, giving discounts at the touch of a button.
25 days holiday per annum (plus bank holidays), rising with service.
50% employee discount on handcrafted drinks and 40% employee discount on food.
Private medical care through Vitality.
Medicash (cashplan healthcare scheme).
Life Assurance.
Supporting our team members to achieve their professional goals is important to us, so alongside your day to day work you may have an opportunity to complete a professional qualification with our learning partners.
Free hand-crafted drinks whilst you’re in the office - in your first week you’ll have Barista training, so you’ll know how to make the very best Caffè Nero coffee.

If this sounds like your perfect next role then we would love to hear from you.

Caffe Nero Head Office

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Senior IT Service Delivery Manager