Service Delivery Manager

Kingfisher plc • TRAFFIC • Hampshire, Southampton, United Kingdom • 1d ago

Overview

We're Kingfisher, a global home improvement retailer with brands including B&Q, Screwfix, Brico Depot, Castorama and Koctas. We aim to be the leading home improvement company and to grow the largest community of home improvers in the world. We are committed to treating all colleagues, future colleagues, and applicants equitably regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious or philosophical belief, political opinion, disability, gender identity or sexual orientation.

We are open to flexible and agile working, with a blend of home and office work. Our offices are located in London, Southampton and Yeovil. Talk to us about how we can best support you.

We are looking for a Service Delivery Manager/Service Owner to join us. This role is responsible for the operational management and introduction of new retail systems across Kingfisher Group and our banners, maintaining integrity and managing performance across systems, and ensuring new services are introduced effectively to achieve agreed business outcomes. This role is based at our B&Q head office just outside Southampton, with an expectation of 2-3 days a week in the office.

Responsibilities

Conduct IT service reviews with business functions and service providers, ensuring vendors achieve the required targets.
Take accountability for escalated issues and Managed Incidents, prioritising technical resources to achieve desired outcomes.
Clearly understand business priorities and drivers, ensuring roadmaps for IT services are aligned accordingly.
Ensure new services are introduced effectively with appropriate monitoring, metrics and support in place.
Protect services by managing risks, approving changes and planning releases.
Work with Delivery stakeholders to foster and maintain a service culture and continuous improvement ethos.

Qualifications and experience

Demonstrable experience working as a Service Delivery Manager/Service Owner within multinational companies.
Retail systems experience (till systems, POS etc) - desirable but not essential.
Experience of Service Introduction and Delivery Management in a multi-supplier outsourced environment.
Proven track record of continuous service improvement.
Ability to communicate and influence effectively with senior stakeholders, peers and external providers, turning technical information into business language and vice versa.
Experience of Product & Platform Agile delivery frameworks and Dev/Ops models.
A tenacity to deliver with resilience to deal with difficult situations.

Beahviours / Our values

Be Customer Focused - constantly improving our customers' experience. I listen to my customers and use available data to help make decisions.
Be Human - acting with humanity and care. I do the right thing.
Be Curious - thrive on learning, thinking beyond the obvious. I build and share new ideas and try new things and share my learnings.
Be Agile - working with trust, pace and agility. Done is better than perfect; I aim for 80/20.
Be Inclusive - acting inclusively in diverse teams to work together. I embrace allyship and have self-awareness and a desire to learn.
Be Accountable - championing the plan to deliver results and growth. I own my actions and understand the Kingfisher plan and how it relates to my role.

What we offer

Private Health Care: Opportunity to receive up to family level cover with AXA. Join within three months of starting or at annual renewal in April (Benefit In Kind taxed).
Kingfisher Pension Scheme: Immediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company.
25 Days' Holiday: 25 days per annum plus bank holidays as stated in your contract (pro rated for part time colleagues).
Staff Discount: 20% discount at B&Q and Screwfix. Eligible after 3 months service.
Kingfisher Share Incentive Plan (SIP): Share ownership in a tax efficient way. Save between £10 to £150 per month. Join after three months service.
Life Assurance: x4 Salary plus benefit equal to value of Retirement Account or x1 Salary if not active member.
Bonus: Competitive bonus scheme aligned to role level.
Kingfisher Share Save: Save with option to buy Kingfisher plc shares after 3 or 5 years. Annually offered; three months service required at invitation date.

Application process

Step 1: Application - Send in your application via our Kingfisher Careers website.
Step 2: Review - A member of the Talent Acquisition team will review your application and let you know if you have progressed.
Step 3: Interview 1 - Telephone interview/one-to-one with a recruiter.
Step 4: Interview 2 - Face-to-face or virtual interview.
Step 5: Feedback - Recruiter will provide feedback and, if successful, offer details.

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