IT Support Delivery Manager

IT Support Delivery Manager

Greggs is currently undertaking a huge raft of exciting technology improvements across the business; these include improvements to our Retail solutions, Manufacturing & Logistics solutions, Customer Solutions and many other exciting initiatives. Key to the success of these initiatives is our ability support our technology enhancements, but also continue to offer first class support within our current technology space.

We're always trying to get better at what we do and continuous improvement of our ways of working is at the heart of that. The ideal candidate will have a proven track record implementing and managing high quality support services across a large number of disciplines ensuring that the Greggs business is able to function as effectively as possible. Strong leadership attributes are essential with the ability to not only manage a diverse technical team of support analysts, but also managing the requirements across the wider IT & Business Change function and the Greggs business.

We're looking for proactive, creative, innovative minds that live the Greggs values and can play an active part in our ever-evolving team. As an IT leader, strategy, stakeholder management and continuous improvement are at the heart of what we do alongside managing complex and rewarding projects.

Reporting to the Technology Services Manager, the role of IT Support Delivery Manager will be responsible for the delivery of successful outcomes to our customers across the business.,

• Colleague Networks - internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another, This is a full-time role, however flexibility in this will be considered


• We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role


• The base location for this role is Greggs Innovate House, Newcastle upon Tyne, NE12 8EW


What you'll do


• Develop and manage the IT Support strategy across all business functions and technology stacks.


• Accountable for the delivery of the IT Support Services across the Greggs business.


• Manage IT support delivery and processes within the Service Desk 1st Line and 2nd line support team including incident management, change management and problem management.


• Develop and Implement KPI's across the support function to monitor support effectiveness and continuous service improvement.


• Carry out regular, data driven, service reviews with key stakeholders both within IT & Business Change (IT&BC) and the wider Greggs business.


• In collaboration with the wider IT Services function develop, maintain, and operate a proactive monitoring strategy.


• Act as the point of contact for IT Support escalations both within IT&BC and the wider Greggs business. Including providing management and technical escalation to support teams outside of core working hours.


• Manage and co-ordinate major incidents during significant service outages, such as shop estate unable to trade, manufacturing site(s) unable to operate, supply sites unable to ship, co-ordinating technical and non-technical teams both within IT&BC and the wider Greggs business functions.


• Manage stakeholder relationships with other functional leads within IT&BC and leaders within the wider Greggs business.


• Accountable for the review and acceptance of new or changing services and solutions transitioning into the IT Support team, ensuring that services and solutions can be appropriately supported at scale including support model design, monitoring/automation is place and teams fully trained.


• Line management responsibility for the IT Support team including Service Desk and second line support team members


• Manage resource requirements with regard to IT Support staffing ensuring head count is able to meet ongoing support requirements efficiently and effectively based on relevant data.


• Responsible for the management of OPEX and CAPEX budget falling under the remit of IT Support.


• Supplier Management with accountability for relationships with 3rd party vendors providing supporting services in critical technology areas, ensuring SLA's are met, performing service reviews and taking appropriate action when service levels are not met and contractual obligations are missed and driving continuous service improvement with the vendors


• Accountable for service improvement within the IT support function, feeding into the wider IT Services and IT&BC service improvement programs of work.


• Ensure all necessary controls (eg. Risks, Assumptions, Issues, Changes and Dependencies) are visible and effectively managed.


• Maintain a focus on successful outcomes and well-defined scope to prevent scope creep and gold plating.


• Ensure that the delivery adheres to the established governance and quality standards.


• Work to deliver against the IT & Business Change strategic goals 'Safe & Secure', 'Differentiation at Pace', 'Engaged & Happy People', 'Efficient Business Processes', 'Robust, Reliable, Resilient' and 'Brilliant Customer Experience'.
  
  You will fit right into this role if you:


• Experience of successfully delivering business and technology change using practical examples to describe challenges and successes.


• Experience of delivering a wide area of IT services at an enterprise level.


• Excellent communication, presentational, written and organisational skills.


• Experience of working in dynamic business environments, and managing delivery of multiple initiatives in parallel.


• The ability to think logically, overcome problems and interpret and present key data in a way that can be understood by different stakeholder groups.


• The ability to self-starter with a proactive approach to daily tasks, overcoming problems and maintaining momentum.


• The ability to influence and get key people onboard with your vision and the ability to tell the story to a diverse group of stakeholders.


• Digital literacy, being proficient in standard office tools used in change management (eg. Excel, Word, Visio, PPT) and more creative use of other tools/technology to help communicate or facilitate.


• The successful candidate may be able to demonstrate:


• Experience of working in or knowledge of food-to-go or similar retail business environment.


Key Leadership Competencies

Leading the Team, Results Focused, Building Capability, Thinking and Problem-Solving Skills, Customer Focus, Managing Change, Influential Communication and Impact, and Working the Greggs way.

We love what we do and we have fun! It doesn't matter who you are, where you're from or what your favourite bake is, we'd love you to join the team.


• 25 days (5 weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus 1 additional floating day


• Management Bonus Scheme which is worth up to 12.5% of your salary


• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year



• Private Medical Insurance which is free for you and subsidised for your dependants


• Permanent Health Insurance which is a replacement income scheme


• You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages


• Defined contribution management pension scheme


• Death in service benefit which provides a lump-sum payment equal to 4 times your year's salary



• Colleague discount, up to 50% off our own-produced products


• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits


• Career progression and learning and development


• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing


• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers