Service Delivery Manager

Summary about this job

Detail information about job Service Delivery Manager. Terms and conditions vacancy

• Kathmandu was awarded the Large Business Sustainability Award for 2017
• We won an ISPO Gold Award in 2018 for the design of our Lawrence Jacket
• We celebrated our 30 year anniversary in 2017

We are currently looking for a Service Delivery Manager to lead the Service Delivery function within Kathmandu IT. The primary purpose of this role is to oversee the delivery of IT support & Continuous Improvement services across the Kathmandu Group incl. Retail, Distribution and other support office teams.

In this role, the Service Delivery Manager will be responsible for the effective management of the IT Service Desk team, ensuring that best practices are defined, adopted, monitored and optimised to maintain a high standard of service. As a member of the IT Leadership team, the Service Delivery Manager will work closely with the other IT functions (PMO, Enterprise Solutions, Infrastructure, and Online Development teams) to effectively prioritise support & continuous improvement requirements with the wider remit of work activities.

Key responsibilities:

• Ownership of customer service functions within the Information Systems (Operations) team, including provision of support services for internal customers (Retail, Distribution, and Administration teams) across the Kathmandu Group

• Act as an escalation point for IT operational issues reported by the business.
• Reporting of Team performance against Service Level Agreements
• Assess internal feedback and implement continuous improvement initiatives to further improve IT service delivery within Kathmandu.
• Own Kathmandu’s Change & Problem Management policies and procedures.
• Work closely with the wider IT functions to ensure that IT operational SLAs are maintained.
• Manage the delivery of small discrete Continuous Improvement Projects (Minor Pieces of Work).

Key Attributes:

• Experience in providing IS Support for a Retail environment.
• The ability to identify actions necessary to complete tasks and obtain results.
• The ability to establish a process for activities that lead to the implementation of systems, procedures or outcomes.
• A measure of the capacity to be answerable for personal actions.
• The overall ability to set, pursue and attain achievable goals, regardless of obstacles or circumstances.
• Strong leadership skills.
• 7+ years’ experience in IS Operations
• 5+ years’ experience in IS customer facing roles

Your personal brand will align with Kathmandu’s friendly and open culture and values; we are our Brand, and have affinity for travel and adventure lifestyle pursuits, we want you to understand our passion too.

This is an opportunity to continue your career with an iconic brand whose values include integrity, passion & determination and resourcefulness. Kathmandu offers a competitive remuneration package commensurate with level of experience, fantastic staff discounts, as well as a relaxed and friendly team environment. Not to mention a state of the art 5 star green rated new office to move into!