Service Delivery & Change Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Overview apetito business operates 24/7 providing a vital service to our customers. IT is central to the success of the business and the IT team supports the infrastructure and services vital to its operation. We are embarking on a period of exciting change and this role will be a key appointment in its delivery. We are looking for a Service Delivery & Change Manager to be part of our team as we undertake a significant transformation to modernize our IT services across the apetito group. The successful candidate will be reporting to the Senior Infrastructure and Operations Manager for the UK and North America. Our team is committed to delivering world-class services to the business and supporting its growth and this role will play a pivotal part of our service delivery offering and will lead the way in developing processes & frameworks to help bring structure and improvements to the IT service. This role is based at our Head offices in Trowbridge, Wiltshire, with requirement to be in the office at least 3 days per week. Responsibilities Manage & administrate the ITSM tooling - managing 3rd party consultants to expand functionality where necessary to meet service needs Work with the business to bring in or adopt new tooling where necessary Work with relevant stakeholders to develop and improve service desk operating standards, through ticket audits and trend analysis Identify, assess and document potential risks to service delivery and implement mitigation plans with relevant stakeholders Implement processes and structure to fit with ITIL best practices and business needs, prioritising: Reviewing & expanding the Change Process Working with the IT Service Desk Manager on delivery of service through ticket quality and standards Work with business leads to define services & service standards documentation Reviewing & helping implement solutions on how services are monitored and reported on Develop a regular service review cycle with business leads & stakeholders Chair the Change Approval Board (CAB) in twice weekly sessions, as well as running regular standard change audits/reviews and organising emergency CAB sessions where required. Manage Major Incident response, co-ordination & communication - as well as chairing a Post Incident Review (PIR) board to enhance continual service improvement. Provide weekly / monthly reports on IT service delivery identifying and reporting on key metrics to aid service improvement Create & develop communication templates to standardise communications from IT to the wider business Document the full change process framework and its operating procedures Run Customer Satisfaction surveys (CSAT) Work with relevant technical colleagues to develop training modules on how to use key IT services that can be deployed to the wider business Work with 3rd party vendors, ensuring adherence to SLA & KPI's Perform regular service reviews with 3rd party vendors About you Skills & Qualifications: Significant experience as a Service Delivery/Assurance Manager Minimum of ITIL4 Managing Professional Certified A self-starter, able to build processes and frameworks from scratch Well versed in ITIL standards with demonstrable experience across the framework Logical and process driven individual with keen attention to detail Vendor management skills for managing 3rd party suppliers and consultants Technically minded with good understanding of the basics within IT Service excellence orientated Can work independently and manage own workload with little supervision Methodical work approach Effectively collaborate within a team environment Maintaining professional interactions with individuals of all levels Able to communicate clearly and work well with individuals across the international apetito group Is used to working in a high workload environment and can readily prioritise issues and escalate if required Experience with Atlassian Jira is desirable Company Benefits Competitive salary - accredited Living Wage employer 25 days holiday per year, plus bank holidays Option to purchase up to 5 additional days holiday per year Discretionary annual bonus scheme Pension scheme - employer matched contributions up to 4% Life assurance scheme worth at least 1x annual salary Subsidised canteen Free parking Free turkey or voucher at Christmas apetito perks scheme including salary sacrifice options and retail discounts Our Values As a family-owned business, we take great pride in being a company that makes a real difference and is dedicated to creating outstanding meals to be proud of. We develop a range of products designed to enhance health and well-being for all our customers. We are driven by a passion for service and dedicated to feeding some of the UK's most vulnerable people. We proudly support British food and farming, focusing on using the best ethical and sustainable produce in alignment with our goal to reach Net Zero by 2040. Our ethical standards are recognised by the ETI and we are an accredited Living Wage employer. Learn more about apetito's commitment to a more sustainable future. We embrace inclusion, empowering individuals from diverse backgrounds. Our commitment to making a real difference extends to customers, communities, and staff and we're on a mission to build an inclusive workplace where everyone reaches their full potential.

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