Service Delivery Manager

4 days ago

Dublin, Dublin City, Ireland Woodie's Full time

Woodie's is the market-leading DIY, Home & Garden omni-channel retailer in Ireland with 35 stores nationwide and an online presence. We are proud to be listed as Ireland's Top Retailer by Great Places to Work and an official Best Workplace for Women We are also listed as one of the 75 Best Large Workplaces in Europe since 2020 and to be accredited as a gold-standard Investor in Diversity by the Irish Centre for Diversity & Inclusion.

We have an opportunity for an effective and forward-thinking Service Delivery Manager to join our IT team in a people leadership role. This is an exciting time when we are modernising all areas of IT to support our digital transformation journey. The Service Delivery Manager will have overall IT Systems Service Delivery responsibility across our business and for ensuring the processes and skills on the team are fit-for-purpose for our customers & internal stakeholders.

Our ideal candidate:

  • Leadership: Proven ability to lead, coach and mentor an effective, highly engaged and results-oriented team.
  • Stakeholder management: Trust and relationships are key success factors in Woodie's. The successful candidate will establish and nourish excellent relationships with key stakeholders, including the rest of the IT team, departmental heads within the Support Office, Woodie's Regional Managers, and Woodie's Store managers, including multiple store visits per year.
  • Vendor Management: Proven experience in managing vendors to deliver agreed goals and service levels. This means developing excellent relationships with our vendors and being able to articulate the status of issues whether they are outsourced or not.
  • ITIL: Knowledge of the ITIL processes and experience in evolving them to the appropriate state of maturity.
  • Continuous Improvement: A passion for taking ownership and ensuring that there is a process of continuous improvement across your team's deliverables.
  • Collaboration Skills: Effective communication and collaboration abilities, with the capability to work seamlessly with cross-functional teams to deliver the best possible IT application experience for our customers and our teams.
  • Budget Management: The Woodie's Service Delivery Team is allocated a budget each year. The successful candidate will manage this budget, keeping the relevant stakeholders updated appropriately.
  • Detail Focused: The ability to drive the highest levels of attention to detail in the output of processes, documentation and communications from yourself and the Service Delivery Team.
  • Cyber Security Proficient: Woodie's benefits from high quality security services delivered from our parent group. This ensures we have industry best-in-class security platforms, but there is an obligation to comply with Network and Application standards in order for us to retain this benefit. The successful candidate for this role need not be a security expert but will understand the concepts and will take responsibility for compliance with standards through excellent IT "housekeeping."
  • Values and culturally aligned: Woodie's is proud of our culture, reflected in our GPTW scores over many years. The person who is successful in this role will take time to understand our values and be sure they will be happy to not only live these values, but to promote them in the team and wider organisation.

Key Responsibilities:

  • Management of the BAU for all system delivery through implementing appropriate improved ITIL processes through a vendor footprint.
  • Participation in the ERP Upgrade program as an SME supporting the service transition and ensuring ongoing appropriate service management after go-live.
  • Implementation of continuous improvement through a transparent plan for elements of the existing support base.
  • Document and articulate technical concepts in a manner that can be understood by appropriate audiences.

Our Benefits:

Salary: €70,000 to €80,000

  • Annual Bonus
  • Company Pension
  • Company-funded healthcare
  • Hybrid working
  • Colleague Discount
  • Wellness Initiatives
  • Educational Assistance
  • Paid Parental & Maternity leave
  • Sick-pay
  • Flexi-Wage - Choose how to budget your own pay

We are an equal opportunity employer and value diversity at Woodie's. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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