Service Delivery Manager

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Function: IT

Contract: Full time - Permanent

Location: Pyms Lane, Crewe, CW1 3PL with flexible hybrid working

Bentley Motors is combining a world of luxury and progressive technology to embrace an electrified future. Join us as we embark on the most transformative phase in Bentley's history.

Purpose of the Role
Join the IT department as the Service Delivery Manager, where you'll ensure IT services are being delivered to the appropriate standards by both external suppliers and internal resolution teams across multiple critical applications and products.

Reporting into the Head of IT Operations you will work to build out the Service Delivery Function, identifying opportunities to enhance service delivery efficiency and introduce new services offerings to the business.

The role holder will work with critical, high value and strategic suppliers to deliver infrastructure and application support, ensuring the delivery of business critical services. You will work to monitor the performance of suppliers, reporting on service status to identify and implement appropriate actions to remedy services not delivering to the requirements of the business.

• Manage service delivery, ensuring performance targets are met, in line with business requirements
• Responsible for the Management reporting of Services, ensuring alignment with new or changed business requirements
• Lead on the Implementing of new services, assisting with the introduction to a supplier portfolio in order to support new service lines
• Work in with projects in the early phases to ensure support requirements are defined and understood
• Support and contribute to the development of technical schedules
• Ensure optimal value for existing services
• Ensure that major projects are seamlessly transitioned into regular services ensure support requirements and service levels can be delivered and measured
• Work with critical suppliers post award to manage their delivery, ensuring that suppliers are delivering against their SLAs and Services are optimised
• Identify and implement recovery actions where services levels are failing
• Perform Service reviews with suppliers and internal customers
• Responsible for the creating and implementation of service improvement plans
• Ensure maximum value is realised from external support contacts
• Continuous improvement of the service, focused on reliability, efficiency and effectiveness
• Develop and implement Service Improvement plans

About the Team
Join Bentley Motors as a Service Delivery Manager in IT.

Are you ready to take your career to the next level with a globally renowned luxury automotive brand? Bentley Motors is seeking a dedicated Service Delivery Manager (SDM) to join our innovative IT team. Here's why this role is highly rewarding:

Prestigious Brand: Bentley Motors is synonymous with craftsmanship and innovation. Contributing to our IT department will enhance your professional reputation and offer you the chance to be part of a prestigious company.

Cutting-Edge Technology: Be at the forefront of integrating advanced technology into our vehicles. As an SDM, you will help to guid IT projects that drive our digital transformation, connected car technology, and sustainability efforts.

Diverse Functions: Service delivery in IT at Bentley spans manufacturing, sales, customer service, and connected car technology. This role offers a broad scope of influence and impact.

Collaborative Environment: Work alongside top talent from various departments, including engineers, designers, and IT professionals. This collaborative environment fosters professional growth and learning.

Impactful Role: Your contributions as an SDM will directly influence operational efficiency and customer satisfaction. Oversee critical IT services that enhance manufacturing processes, dealer support, and the end-customer digital experience, providing a tangible sense of achievement.

Join us at Bentley Motors and be part of a team that is shaping the future of luxury automotive technology.

About you - Skills and Experience

• Evidence of successfully managing IT Service Delivery
• Experience of Service Level Management and Reporting
• Service Design and process optimisation
• Continuous improvement of service provision and ongoing enhancement of service
• Supplier Management of high value/critical service suppliers
• Management of escalations with potentially significant business impact
• Working with suppliers to define actions plans to improve services or to recover service levels
• Experience recommending enhancements to services, identifying efficincies and implementing changes
• Working with project teams to perform service design for new applications and transitioning new services into operation
• Working with customers of IT Services to change and enhance services
• High level of commercial awareness and understands the cost drivers for IT services
• Creation and management of Service Level Agreements for business critical services
• Identifying actions to improve services and creation and management of a continuous improvement plans
• Supplier Management and the ability to build effective strategic relationships
• Excellent knowledge of ITIL Service processes
• Internal stakeholder management
• Able to analyse data, identify patterns and trends in order to distil actions

What Bentley Offers

• Flexible working hours
• Hybrid working options
• 35 days annual leave inclusive of UK bank holidays
• Progression pathways and programmes, mentoring, and study support opportunities available
• Optional car lease scheme with discounted access to brand new VW Group cars (VW, Seat, Skoda, Audi) up to every six months
• Health and life assurance benefits providing up to five times annual salary
• Annual salary reviews and competitive bonus scheme
• Contributory pension scheme - you put in 6% we put in 10%
• Access to a wide range of resources to support your health and well-being including an online GP, the choice to join BUPA health plans, a mental health counsellor, and onsite physio
• Paid volunteering days dedicated to community giving

The Bentley Campus
Our campus is going through an exciting transformation offering unrivalled facilities including green spaces, free parking, an onsite restaurant, coffee shops and Legends gym.

#BelongingAtBentley
Motivated to be the most diverse, inclusive luxury car company, we are committed to fostering an inclusive environment where all individuals are respected, valued, and empowered.

We firmly believe in equal opportunities for all, helping all colleagues thrive as their authentic selves and reach their highest potential. We believe that everyone, regardless of their background or beliefs, belongs at Bentley. Everyone is entitled to respect and dignity and we positively celebrate the differences between people.

Beyond100
Announced in 2020, Bentley's ground-breaking Beyond100 strategy targets sustainable luxury mobility leadership, reinventing every aspect of the business. Building on over two decades of forward-thinking, join us as Bentley moves towards a sustainable future.

Closing date: 24th October 2024.

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