Service Delivery Specialist

At Morrisons we are continually driving transformational change in our business through the innovative use of technology. In this role, you'll be responsible for providing specialist analytical, technical and operational expertise to the Technology wholesale team. Managing relationships with areas across the business and with a number of our suppliers, you'll provide technical SME support and Service Management of Applications, including products and services across our wholesale technology landscape, as well as through our wholesale technology partners.

Role measurement:  

• Quality

• Adherence to Policies and Procedures (KPI, SLA and OLAs) 

• Maturing and growth of function

• Escalation integrity 

• Continuous Improvement 

• My Performance Plan  

Key Relationships:

• Driving Supplier relationships

• Coordinate and drive Technology teams to deliver outcomes  

• Influence Technology Management

• Connect relevant parties for common goals

Accountabilities:

Customer 

• Ownership of supplier performance and service improvement  initiatives

• Building strong working relationships with customers and  suppliers in a multi sourced environment and manage conflict when necessary

• Provide specialist expertise in specific functional or technological  disciplines to ensure that Morrisons has credible representation  Colleague

• Work collaboratively with Technology colleagues and partners to  facilitate relationship building 

• Grow and nurture the capability of our people to deliver  operational excellence for Morrisons

• Demonstrates a professional and specialist culture, with a focus  on accuracy

• Offers advice underpinned by professional knowledge 

Operational 

• Provide specialist support of domain applications, products and services

• Engage in and help drive Incident and Problem processes using ServiceNow

• Managing changes within ServiceNow

• Ownership and delivery of continuous improvement planning and implementation within the team based on regular feedback from customers and service providers

• Define, implement and validate key processes across the team

• Drive supplier compliance by following agreed processes and regular service reviews

• Performs day to day senior analytical activities across the Technology team

• Provide and facilitate day to day guidance and assistance to solution architects and developers for example, performing technical analysis, writing technical documentation and creating solution designs

• Responsible for activities across the team including; assisting the Technology Manager with OPEX (reviewing budgets, raising Purchase Orders, receipting Invoices), undertaking audits across knowledge banks, preparation and presentation of service reporting to senior stakeholders in Technology and the Operation

Sales and Profit 

• Owns and actions mitigation of financial risk

•  Maintains a cost conscious approach and actively seeks and  delivers on opportunities

• Focus on delivering the best service at the best price for  Morrisons 

Colleague

• Ability to work with colleagues internally and from 3rd parties • Ability to work independently of management in order to drive activities

• Ability to work across teams and drive collaboration to produce desired outcomes

• Experience of working with SLAs and KPI

• Able to work in a multi vendor sourced environment

• Significant analytical experience across multiple Technology  disciplines 

Skills 

• Strong presentation, persuasion and negotiation skills

• Relationship Management

• Conflict Management

• Excellent communication skills

• Strong skills in influencing and coaching others

• ITILv3/ v4 or Agile Service Delivery certification desired

Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.

Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.

We host regular seasonal events and you’ll often find our suppliers on site sharing details of their latest product. We’re also committed to fundraising for our current charity partner.

Our business is fast paced and ever changing, as such we’ve lots of opportunities for you to play your part in our success. We’d love to meet you…

Some of the benefits you can expect as follows;