Service Delivery Manager Business Applications

The Role

Are you someone who is passionate about digital transformation and top-class service support?

At Saint-Gobain Digital, we are looking for a Service Delivery Manager (Business Applications) to work with us on a hybrid basis out of our Elland hub.

This person will be a part of our enthusiastic Service Operations department who play a major part in keeping Saint-Gobain systems running smoothly. In this exciting role, you will manage our talented Digital Applications team, taking account for the provision of support for key Business Applications, digital platforms, websites and external applications ensuring any disruption to service is minimised.

What you will do:

• 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 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 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

What we're looking for:

• 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

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 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.