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Service Lifecycle Manager - Workspace Tech

Bury, England, United Kingdom
  • Job Title – Service LifeCycle Manager - Corporate Technology
  • Location – BL9 8RR
  • Working rota – Monday - Friday
  • Working hours – 40 Hours

Role Overview:

This is a brand-new role within the Group Technology Service function to assist the Head of Service Lifecycle Management by taking ownership of all corporate technology services provided to our internal employees including corporate enterprise applications ( like Financial tools) retail environment.

The Service Lifecycle Manager - Corporate Technology is responsible for the effective delivery and management of all IT services related to the employee workspace. This includes overseeing the lifecycle of technologies such as collaboration tools, enterprise applications and office networks, ensuring they meet the needs of the business and enable employees to perform their roles efficiently.

You will be expected to align workspace technology services with business objectives, maintain high service levels, and drive continuous improvement in the IT environment. This role is critical in maintaining high levels of service availability and customer satisfaction for all employees, ensuring they have the right tools and technology to stay productive. Additionally, the Service LifeCycle Manager will participate in a 24/7 on-call rota to lead incident management outside of regular business hours, ensuring prompt response and resolution of critical issues while providing expert guidance and direction.

The Service Lifecycle Manager - Corporate Technology reports to the Head of Service Lifecycle, working closely with IT teams, HR, and end-users.

Responsibilities 

  • Incident Management: Own the resolution of complex, estate-wide technology incidents, including BSODs and other system failures that affect multiple users, ensuring timely identification and resolution of critical issues.
  • Problem Management: Drive problem resolution efforts for recurring technology issues, conducting root cause analysis to implement preventive measures and avoid recurrence across the estate.
  • Service Performance Monitoring: Monitor service performance against agreed SLAs and KPIs, identifying and acting on areas for improvement in the corporate technology landscape.
  • Stakeholder Collaboration: Work closely with IT, HR, and other departments to identify and address technology issues, ensuring services are tailored to meet the needs of the business and employees.
  • Change and Risk Management: Manage changes to corporate technologies, ensuring minimal disruption, effective communication, and appropriate risk mitigation strategies during implementation.
  • Leadership and Team Management: Manage both internal and external team responsible for addressing corporate technology issues, driving performance and providing mentorship to ensure high-quality service delivery.
  • Continuous Improvement: Identify opportunities to enhance corporate technology services and implement process improvements to optimise service delivery and support business goals.
  • 24/7 On-Call Incident Response: Participate in a 24/7 on-call rota to manage urgent incidents outside of regular business hours, ensuring critical issues are resolved quickly and efficiently.

Key skills and experience

  • Proven Experience: Minimum of 5 years' experience in IT service delivery and management, with a focus on managing complex technology issues at an estate-wide level (e.g., BSODs, system failures).
  • ITIL Expertise: Strong understanding of ITIL frameworks and best practices, particularly in incident and problem management, as well as service delivery.
  • Technical Knowledge: In-depth knowledge of corporate IT infrastructure, including operating systems, network services, cloud technologies, and collaboration tools.
  • Analytical & Problem-Solving Skills: Strong analytical and problem-solving abilities, with experience in managing and resolving complex incidents and identifying long-term solutions to recurring issues.
  • Communication: Excellent communication skills, with the ability to clearly articulate technical issues and solutions to both technical and non-technical stakeholders.
  • Team Leadership: Proven experience in leading teams, providing mentorship and guidance to junior staff, and ensuring service delivery excellence.
  • Vendor & Service Management: Experience in managing external vendors and service providers, ensuring that service delivery meets expectations and contractual obligations.
  • Budget Management: Experience in managing budgets specific to corporate technology services, ensuring effective use of resource

Desired Qualifications:

  • Certifications: Relevant IT certifications, such as ITIL Foundation, ITIL Intermediate, or Microsoft certifications, are desirable.
  • Educational Background: A degree in Information Technology, Computer Science, or a related field is preferred.
  • Service Delivery Experience: At least 5 years of experience in a service delivery role, with specific focus on managing estate-wide technology issues and incidents in a corporate environment.

The Company:

The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 90,000 colleagues over 4,500 stores across several retail fascia's in over 36 countries around the world.

We are an equal opportunities employer who embraces and values differences. We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity.

To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people first, a digital leader and customer focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

  • Incremental Holiday Allowance
  • Staff Discount on qualifying purchases across Group retail stores and online
  • Exclusive Colleague Bike Discount scheme
  • Discounted Gym membership
  • Personal development opportunities to learn and develop at work
  • Access to Apprenticeships and accredited qualifications

Interested?

If you are interested in this position, then press the Apply Now button.

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of your application, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.

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