Service Delivery Lead
Because your new ideas are our way new ways of working. Evolve, your way.Our Technology teams are right at the heart of what we do. Surrounded by some of the best Technology Specialists in the industry, you’ll bring your own ideas to the business - helping to shape the experience of our customers as part of a forward-thinking team.
As the
Service Delivery Lead, you will be accountable for services delivered by the Service Delivery team, the quality of service and the transformation delivery of the Service Delivery area.
You will also hold additional responsibility for developing and leading the Service Delivery team, our network of Service Owners who collaborate regularly to share information, improve skills, and actively work on advancing the general knowledge of the domain.
What You’ll GetThe world is changing and it’s important we support our colleagues. People are at the heart of what we do at Primark so it’s essential we provide the right environment for you to perform at your best. That’s why we offer benefits that put you first.
Some of our benefits are:
- 27 days of leave, plus bank holidays and if you want, you can buy 5 more.
- Flexible Working, the opportunity for an early Friday finish, and a subsidised cafeteria.
- Primark Perks – Discounts with some local partner businesses to our offices
What You’ll Do:In your role, you’ll collaborate with different people across a range of skill sets. Here’s a flavour of your day-to-day:
- Establish strong working relationships with internal customers across all domains.
- Develop formal governance with internal stakeholders.
- Establishing a strong working relationship with all Business Domains and Technology teams to share best practices and processes, and learn from experiences
- Provide expert management support to complex, high-profile issues and ensure root-cause analysis is conducted and a corrective action plan is followed through
- Identify and manage areas of risk in Tech Service Operations to ensure business continuity
- Support and drive Tech operations towards improved performance and reduction in costs.
- Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and improvement programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right methods.
- Ensuring adherence to contracted SLAs and KPIs, and driving continuous improvement in the performance of managed service partners
- Ensure the agreement and operation of SLAs with respect to new services provided by Technology Partners following their introduction
- Ensure technology partners/vendors adhere to Company policies, procedures and standards.
- Participate in appropriate commercial negotiations.
What You’ll Bring Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular:
- At least 5 years experience in a Technology environment with at least 5 years experience in a Technology customer-facing role.
- Service Management capabilities in particular Service Level Management, Incident Management, Change Management and Asset Management, ITIL accreditation at minimum to Foundation level essential
- Team leadership experience
- An appropriate degree, equivalent qualification or experience
- Be a passionate and visionary technologist able to inspire others to challenge and disrupt the current reality to co-create a compelling technology-orientated future business by
- being able to scan potential technologies (established, emerging and emergent)
- finding ways to translate that into business opportunities
- and most importantly of all, able to take people along with you, empowering new ways of working and successfully executing those opportunities
Ready? Good - because we can’t wait to see what you can offer. You’ll be joining a team of diverse, passionate, and talented individuals where you’ll truly belong, collaborating on projects that will shape the future of our industry. If you’re excited about this role but don’t meet all the criteria, we encourage you to apply. You may be the right candidate for this role or another one, and our recruitment team Can determine where your skills may fit in at Primark.
Apply to be part of our future and we’ll help you develop yours.
If you need any reasonable adjustments or have an accessibility request during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology please contact your talent acquisition specialist
