Service Lifecycle Manager - Retail

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• Job Title - Service Lifecycle Manager - Retail
• Location - BL9 8RR
• Working rota - Monday - Friday
• Working hours - 40 hours

Role overview:

This is a brand-new role within the Group Technology Service function to assist the Head of Service Lifecycle Management by taking ownership of all technology services provided to our JD Retail estate.

The technology includes till systems, retail applications, networks, kiosks, handheld devices, and digital signage.

The Service Lifecycle Manager will oversee the execution layer for all services, ensuring that these technologies are effectively deployed, maintained, and optimised to meet both operational and business goals. This includes managing the end-to-end process from the initial execution of retail services to ongoing monitoring, incident management, and continuous improvement. The role is pivotal in ensuring that the execution of digital services across the retail estate aligns with business objectives and delivers a high-quality experience to both internal teams and customers.

The Service Lifecycle Manager is pivotal in ensuring that service lifecycle processes align with business goals while effectively managing third-party providers to deliver high-quality services. This role involves overseeing service performance, maintaining service quality, and driving continuous improvement, all while ensuring customer satisfaction and seamless operations.

As a leader, the Service Lifecycle Manager will manage the full service lifecycle from monitoring and incident management to problem resolution and capacity management. The position requires a blend of technical expertise and business acumen, focusing on ensuring that retail services are delivered to the highest standards while meeting the unique demands of a fast-paced, high-traffic retail environment.

Key Responsibilities

1. Governance and Compliance:
   • Develop and implement governance frameworks for monitoring, incident, and problem management.
   • Ensure compliance with internal policies, industry regulations, and contractual obligations.
   • Establish and maintain service level agreements (SLAs) and operational level agreements (OLAs).
2. Contract Management:
   • Oversee the third-party provider contract, ensuring adherence to SLAs and key performance indicators (KPIs).
   • Monitor vendor performance and manage relationships to ensure high-quality service delivery.
3. Service Lifecycle Management:
   • Own the end-to-end lifecycle management of monitoring, incident, and problem management for retail services.
   • Develop and implement service lifecycle management plans to ensure service excellence.
   • Manage changes to retail services, ensuring minimal disruption and effective communication.
4. Incident and Problem Management:
   • Oversee incident management processes, ensuring timely and effective response to incidents.
   • Drive problem resolution through root cause analysis and implementation of preventive measures.
   • Manage escalations and major incidents, providing clear communication to stakeholders.
5. Monitoring and Capacity Management:
   • Ensure effective monitoring processes are in place to proactively identify and resolve service issues.
   • Monitor and manage service capacity to meet business demands and maintain service quality.
6. Performance and Continuous Improvement:
   • Monitor service performance against SLAs and KPIs, identifying areas for improvement.
   • Implement continuous improvement initiatives to enhance service delivery and efficiency.
   • Provide regular reports on service performance, incidents, and improvement initiatives to senior management.
7. Team Management:
   • Lead and develop internal and external teams responsible for monitoring, incident, and problem management services.
   • Foster a culture of high performance and continuous improvement within the team and third-party providers.

Key Experience and Skills

• Proven experience in technology service delivery and management.
• Strong understanding of ITIL frameworks and best practices.
• Excellent communication and interpersonal skills.
• Ability to build strong relationships with both technical and business stakeholders.
• Strong analytical and problem-solving skills.
• Experience in managing budgets and resources effectively.
• Knowledge of specific technology areas (e.g., Epos, ERP systems, etc.).

Desired Qualifications:

• Relevant IT certifications (e.g., ITIL Foundation, ITIL Intermediate).
• Degree in Information Technology or a related field.
• Minimum 5 years' experience in the service delivery space.

The Company:

The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 90,000 colleagues over 4,500 stores across several retail fascia's in over 36 countries around the world.

We are an equal opportunities employer who embraces and values differences. We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity.

To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people first, a digital leader and customer focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Incremental Holiday Allowance
• Staff Discount on qualifying purchases across Group retail stores and online
• Exclusive Colleague Bike Discount scheme
• Discounted Gym membership
• Personal development opportunities to learn and develop at work
• Access to Apprenticeships and accredited qualifications

Interested?

If you are interested in this position, then press the Apply Now button.

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of your application, please consider your application to have been unsuccessful on this occasion.

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.