Service Delivery Manager

Overview

Supporting the business and our divisional offices, our Head Office functions cover all departments from our Executive Board through to our support functions such as Group Design and Technical, HR, Health and Safety, IT, Sales and Marketing, Commercial, Procurement, Group Finance, Corporate Affairs, as well as Legal and Company Secretariat. We also have a specialised function - Barratt Partnerships.

While the work varies from team to team, our key requirements don't: you must be well organised, extremely helpful and resourceful, and able to use your initiative. You'll understand that what you do is important, and impacts on your team, the department, and the wider business.

Role purpose

The position of the Service Delivery Manager is responsible for the day-to-day delivery, management and improvement of the services and systems within their allocated delivery towers supporting sales offices, construction sites and our divisional office employees as well as Group functions.

You will be responsible for overseeing the day-to-day operations of critical Managed Services and systems provided and supported by external partners and suppliers, as well as internal Group IT support teams.

The role requires working closely with key stakeholders, various business areas, project teams and IT Suppliers to support the business in their use of the company's strategic systems and our commitment to deliver and uphold Barratt Redrow's core values.

Responsibilities

• Manage, monitor and develop relationships, on-going performance and contractual commitments of strategic IT Suppliers and act as the point of escalation for any issues, major incidents and problems.
• Provide leadership and management to support teams and/or service management team members.
• Ensure the assigned Managed Services, Partners and Suppliers are operating effectively according to defined responsibilities where appropriate.
• Represent the Barratt Redrow Service Management Lead at partner/supplier Service Review meetings, driving performance against contractual commitments and SLAs.
• Own and develop relationships with key Business System/Function heads and act as their key contact for service queries, escalations and chairing regular Service Reviews.
• Maintain knowledge and understanding of the functionality and integrations of key Barratt Redrow business applications/systems and how they are used within the business.
• Act as an ambassador for IT, communicating IT matters across the business and collaborating with other teams to ensure effective dialogue between departments.
• Maintain adherence to IT governance policies and ensure IT services operate according to ITIL framework (Incident, Problem & Change enablement).
• Support the transition of service or change into support while minimising risks and ensuring operational objectives are achieved, ensuring a smooth handover into service.
• Facilitate the planning and technical delivery of releases end to end, ensuring necessary plans and resources are in place.
• Own major incidents and ensure correct Incident Management and communication procedures are implemented.
• Provide leadership and management to support teams and/or service management team members.
• Implement continuous improvement initiatives with internal and external service providers to enhance service delivery and cost optimisation.
• Attend divisional site visits and help run IT Tech Bars as per an agreed rota.

The successful candidate will have

• Displays role model behaviour with demonstrated experience and ability to lead teams to common business and IT goals.
• Extensive experience around Major Incident, Incident, Problem and Trend Management strategy to drive improvements.
• High level of communication, influencing and negotiation skills, with the ability to build effective relationships at all levels with internal and external stakeholders.
• Strong delivery focus with the ability to ensure others "get on board" quickly and adapt to changing priorities.
• Demonstrates leadership and authority with proven ability to lead others under pressure.
• Effective facilitator directing teams toward rapid resolution of complex issues; strong people skills and customer focus to identify and respond to changing requirements.
• Innovative, flexible, positive "Can Do" approach; confidence to express opinions constructively; drives change and continuous improvement.
• Self-motivated with the ability to stay focused on targets and deadlines.
• Previous experience with IT infrastructure and network systems (e.g., Cisco hardware/Cisco Meraki), cloud computing/management (Microsoft Azure, Intune, M365), cloud-hosted systems (COINS, MS Dynamics), ITSM tooling (ServiceNow), service design and transition, and project management. ITIL V4 Foundation certificate is preferable, or strong demonstrable understanding from experience.

Hours and on-call

Hours of Work: The role covers core operational hours of 07:00 - 18:00, Monday to Friday, with the following shift patterns: 7:00-15:30, 8:00-16:30, or 9:30-18:00.

On Call: The role includes on-call duty from 18:00-08:00 Monday to Friday and all day on Saturday, Sunday and Bank Holidays. On Call is on a rota basis and shared amongst the IT Operations team. A remuneration package is included with standby allowance and an hourly rate for any call outs.

Location and travel

Location: Hybrid with an expectation of 3 days in the Bardon Hill (LE67) office. Travel to divisional offices across the UK will be required on a rota basis, with travel expenses offered.

Benefits and diversity

We've been recognised as a 5-star housebuilder since 2010 for supplying high-quality homes. We offer opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel. Barratt adopts a hybrid way of working and is committed to an inclusive culture where everyone can progress.

As part of working for Barratt Redrow PLC, we offer:

• Competitive Bonus Scheme
• Private Medical Cover - Single
• Annual Medical Health Assessment
• 26 days' holiday (increases with service)

Private medical cover, pension, and wellness

Private medical cover and a first-class pension scheme with up to 10% employer contributions. Fully funded annual health assessments and additional lifestyle benefits, including Cycle to Work and employee discounts.

About Group Support Centre

Barratt Redrow PLC is the nation's leading housebuilder, creating great new places to live throughout Britain. Our business focuses on land acquisition, planning, construction, and sales and marketing. Our purpose is to make sustainable living a reality and to build strong communities.

Where you'll be working

Based in the office or on site as required, with travel to divisional sites as needed.

Diversity and inclusion

We are committed to a diverse and inclusive culture that welcomes all backgrounds and characteristics.

Thinking ahead

We're building a sustainable tomorrow with customer-centric decisions and day-to-day actions. See how our colleagues are building tomorrow together.