IT Service Delivery Coordinator

Location UK / UK

Job Type Permanent full-time, TemporaryContract

Salary Not disclosed

Updated 3 days ago

Reference 1381797

 Job Description

IT Service Delivery Coordinator

The Role

An exciting role has arisen for a IT Service Delivery Coordinator to join the IT team. The purpose of this role is to ensure excellent service coordination for corporate support and of the Oracle solution across the multi-channel platform (POS, Web and CRM) 

The Role

  • Manages day to day incidents and major incidents by working with multiple service vendors & Internal support teams to ensure store, web and corporate service levels are maintained to a high standard
  • This person is responsible for communications to the business as and when there is any service degradation affecting production systems for both retail and corporate support
  • Manages aged tickets to ensure incidents are resolved in a timely manner, whilst also highlighting any trends for recurring issue (problem management) which are provided to the vendors for further investigation/resolution
  • Provide an on-call function (on a 24/7/365 basis) to support the business needs outside of office hours, this consists of dealing with any individual user/store escalation as well as major incident management
  • Coordinates deployments with internal IT teams and service vendors whilst ensuring testing has been carried out and signed off in lower environments prior to any deployments to the live estate
  • Works with multiple service vendors and internal teams to ensure any changes made to the live environment are done so in a controlled manner, this is achieved by following the change management process which will be approved/rejected by the service delivery co-ordinator based on information provided
  • Coordinates technical analyst workload (corporate support) to ensure tickets are spread evenly across the team as well as reporting on trends and analysis
The Person
  • Excellent written and verbal business communication skills
  • Liaising with the business stakeholders and multiple service vendors
  • Remain calm under pressure and provide excellent service levels in sometimes difficult circumstances
  • Working in compliance with best practise ITIL framework
  • Process documentation
  • Knowledge or retail systems including end user POS, routers and networks, telephony, Oracle applications and infrastructure for the retail estate
The Company

Holland & Barrett is one of the nation’s most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…