E-commerce Service Delivery Manager

Coulter Elite Resourcing
London, UK
15 Jul 2019
24 Jul 2019
Contract Type
Full Time
Service Delivery Manager

City of London

£50,000 - £60,000 p/a DOE

12 Month Fixed Term Contract

(Mat Leave Cover)

Are you an experienced Service Delivery Manager looking to work for an exciting company?

Coulter Elite Resourcing are currently looking for a Service Delivery Manager to work with one of their worldwide known and extremely successful clients based in the City of London.

As our Ecommerce Service Delivery Manager, you're a key part of the Service team and represent all consumer facing services covering our digital platforms. You are responsible for ensuring all Service Support and Service Delivery actions are taken to meet the business and IT Requirements for those services. This is a fantastic space to join as you are responsible for Service Design & Implementation across eCommerce facing services within Technology. You view Service Delivery as an essential part of any business and you constantly look to improve the current service provided to our customers and your end users. You can lead and manage difficult situations whilst keeping a calm atmosphere within the team.

Principle Responsibilities for the Service Delivery Manager:
  • Working closely with our digital platforms and channels to support in providing the best shopping experience for our customers by championing Service and Support in project and platform meetings - developing a strong understanding of project backlog impacting your service area and ensuring service impact is minimised and agreed with the business.
  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are advocated and followed in collaboration with Team Leads.
  • Define SLA's and ensure the SLA's are achieved; service quality and internal customer expectations are met or exceeded.
  • Drive agreement on business KPI's and quality attributes for services in your area of responsibility, ensuring appropriate NFR's and KPI's are understood within project workstreams.
  • Work with management and teams to ensure adequate disaster recovery and business continuity plans & procedures are in place and regularly tested
  • Own and drive Service Improvement Plans for your service area
  • Own and lead Service Design & Transition activities for your service area ensuring no new services or changes to existing services go live without a robust support model in place.
  • Build and maintain relationships with the key business stakeholders, delivering Service Reporting and conducting Service Review meetings to an agreed schedule or upon request.
  • Manage operational costs and contractual negotiations for renewals on all third-party contracts for support and maintenance of associated enterprise systems ensuring they are fit for purpose and meet the needs of the business.
  • Conduct Supplier Performance Reviews with 3rd parties in your service area to review service delivery and drive improvements.

Person specification:
  • Proven record of supporting complex mission critical systems powering an organisation of significant scale, including eCommerce or Multi-Channel.
  • A background in a retail sector would be a significant benefit, including knowledge of key Retail concepts as well as the organizational, business and technical challenges that they face.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
  • Strong knowledge of ITIL disciplines.
  • Experience of managing 3rdparties and 3rd party delivered services.
  • Experience in Service Design and Service Transition for high transactional ecommerce systems.
  • Strong Leadership qualities and influencing skills.
  • The ability to clearly communicate across different levels of the business and IT.
  • Strong analytical and creative problem-solving skills.
  • Desirable - knowledge of Payment systems.

This is a full-time 12 Month Fixed Term Contract (Mat Leave Cover) Service Delivery Manager position, working Monday to Friday 09:00-17:00 offering an annual salary of up to £50,000 - £60,000 p/a DOE, plus annual company benefits to include 25 days holiday plus your birthday off, life insurance, medical care, huge staff discount and regular sample sales, great development programmes, flexible benefits allowance, subsidised gym and canteen and tonnes more.

If this Service Delivery Manager position sounds like you, then please forward your CV to James Tate at Coulter Elite Resourcing.

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