Culina Group is a leading UK 3rd party food & drinks logistics provider offering dedicated and shared user warehousing and distribution solutions.

At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired!

As Service Delivery Manager you will be responsible for managing the delivery of IT Services to one or more of the Business Units that Group IT supports.You will be responsible for ensuring that IT services are delivered to meet or exceed agreed service level agreements (SLAs) and that they are aligned with the business requirements.

You will be responsible for ensuring compliance with service processes, tracking of operations, and projects related to the businesses you support.You will be the interface between the business and IT, ensuring that business service requirements are understood and IT services are aligned to meet those requirements. 

This position is flexible on location within the UK however our key IT locations are Warrington, Market Drayton, Nottingham and Rugby.

Working hours: Monday to Friday, 09.00-17.00 (Hybrid working)

This position will require some travel across our sites within the UK

Key Duties of a Service Delivery Manager:

• Manage the delivery of IT services to one or more business units that Group IT supports.
• Ensure that IT services are delivered to meet or exceed agreed SLAs and that they are aligned with the business requirements.
• Working closely with the Infrastructure and IT Operations teams to assure a stable, reliable and pro-active IT Infrastructure service
• Act as the interface between the business and IT, ensuring that business service requirements are understood and IT services are aligned to meet those requirements.
• Manage the service processes related to the business units you support.
• Track operations and projects related to the business units you support.
• Ensure that service processes are optimized and that they are continuously improved.
• Collaborate with other IT teams to ensure that IT services are delivered efficiently and effectively.
• Manage vendor relationships related to the business units you support.
• Collaborate with external vendors and service providers to ensure the effective delivery of outsourced IT operations.
• Develop and maintain strong relationships with vendors, and monitor service level agreements (SLAs) to ensure high-quality service delivery.
• Participate in the development of IT strategies and plans related to the business units you support.
• Ensure that IT services are delivered in a secure and compliant manner.
• Providing an escalation path for the business for issues / queries.
• Managing the allocation, prioritisation and progression of tasks.
• Operate department processes on an on-going basis ensuring they are both current and reflect best practice (in line with all department job descriptions and objectives), whilst being commercially sound
• Ensure customer service and business KPI’s are set, maintained and improved through the IT functions’ objectives
• Make best use of business in-house systems, understanding how they can be used most effectively in your team
• Liaise with SLT, technicians and business representatives from all departments acting as the primary source of support between IT and the business.
• Ensure that systems are able to operate in line with business requirements
• Compliance with all company health, safety and environmental policies and procedures
• Attend internal and external meetings as a representative of the IT department

• Strong knowledge of industry-standard infrastructure frameworks, such as ITIL, and experience implementing best practices.
• Proven experience managing outsourced IT operations and working with external vendors.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Preferred background in IT Operations and Infrastructure management (10+ years)
• Preferred experience managing and leading diverse teams
• Experience in organizations > 5,000 users, with Group IT / IT Shared Service functions
• Experience participating in IT projects and drafting statements of work (SOW) with outsourcing vendors.
• Knowledge of service delivery and service support disciplines as defined under ITIL.
• Specialist knowledge in developing and maintaining ITIL policies and procedures.
• Project management
• Report Writing, Production of Graphs and Trend Analysis
• Presentations

As part of our drive to make Culina Group a great place to work. We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

• Annual Leave – Competitive holiday entitlement of 25 days plus the bank holidays
• Company Bonus – We do our best work to succeed together. When we achieve our goals you'll be rewarded through our bonus scheme
• Private Medical Cover – This gives you peace of mind, you have choice, flexibility and speed of access to the most clinically appropriate care via Bupa
• Pension scheme – we want colleagues to enjoy a comfortable retirement so we offer a great contribution of 5% employee and 8% employer
• Life Assurance -  4 x your annual salary
• Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year
• Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses
• Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
• Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings!

If you meet the requirements for the above role and are looking for your next career opportunity please apply now and become a part of our #WinningTeam