Service Delivery Manager – Digital Applications – Saint-Gobain UK & Ireland – Huddersfield

Saint-Gobain UK & Ireland

Hyrbid Working – Based in Huddersfield office 2 days per week
Is this role right for me?
First and foremost, we always want to recruit talented people that align well with our values and way of working. For this role, we are looking for someone with the following skills and experience:
Computer science related degree or comparable experience
ITIL Foundation qualified or a demonstrable experience of the ITIL Service lifecycle
Experience of supporting and working with B2B and Customer Facing applications including ERP and EDI systems.
Experience of supporting Salesforce or similar CRM systems
An understanding of application architecture and system interfacing principles
Previous experience of People Management in a line management capacity
Experience of managing relationships with third party service providers
The ability to organise, structure and develop teams to support new systems and services.
An innovative approach with a desire to improve the service delivered to the business.
Excellent communication skills
Documentation writing experience
Full UK driving licence
What will I be required to do in the role?
Manage the workload, assignment of tasks and responsibilities within the Digital Applications team ensuring a focus on delivering great service
Foster a culture of knowledge sharing and collaboration within the Digital Applications team and the wider IT Services department
Understand the criticality of supported systems to a level where the business impact of a malfunction can be interrogated and assessed, leading to the appropriate level of action and priority being given to the resolution process
Ensure that Incidents, Changes and Service Requests assigned to the team are fulfilled within agreed SLAs
Own project management activities for assigned projects, ensuring that projects are managed through to delivery within agreed timescales and budgetary constraints
Manage major incidents relating to applications end to end, including customer communications and internal updates
Provide a point of escalation for issues raised by team members, including both technical queries and more general issues
Manage software vendors to review the service that is received by Saint-Gobain and ensure that contractual obligations are fulfilled
Build relationships with representatives in key business areas in order to review the service provided by the team, and understand how systems are used throughout the business
Ensure that new or changed services are adequately documented in order to facilitate their day-to-day support, and that new procedures are created where required
Provide and maintain processes and knowledge documents to allow the team to support the various digital applications
As a line manager, provide support and guidance for your direct reports looking to help them grow and develop in their roles
Manage service escalations and ensure that department goals are achieved
Motivate your team to ensure they achieve the best results and service possible
About Us
Are Saint-Gobain an Inclusive employer?
We’re working hard to be, and we’re keen to hire talented people regardless of their background, abilities, ethnicity, religion, sexual orientation, gender, national origin, taste in music, fashion sense or anything else that makes you, you!
We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.
And what about flexibility?
The world of work is changing, and at Saint-Gobain we are open to new ways of working in order to attract talented people to our business. We understand that everyone has different needs and commitments. Therefore, we are very open to discuss any flexible requirement or need that you may have for this role (this could be flexible hours, a job share, part time, to name a few). We can’t guarantee to meet all requests for flexibility when we are recruiting, but we promise to listen.

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