Tech Our Way.

Primark Technology is about to embark on a transformation journey to support business strategy which includes modernising our operating model as well as technology architecture.

The Service Delivery Lead is accountable for the quality of the Buying ,Merchandising, Design, Quality and Sourcing service, adopting a portfolio view, managing end-to-end services that include multiple products and channels.

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.

Duties & Responsibilities:

Establish strong working relationships with internal customers.

Develop formal governance with internal stakeholders.

Establishing a strong working relationship with Business Systems and Architecture 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 Services 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 in respect of 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.

Support management of the Tech Operational Budget, identifying and implementing opportunities to efficiently optimise our cost base.

Support the application of strong change control to the live environment in conjunction with the Change Manager.

Participate in the governance of the service, including acting as a point of escalation for the delivery teams

Communicate the benefits and performance of your service

Responsible for the successful operation and continuous improvement of the service

Service Delivery team setup, including: set a vision for the team, design the frequency and types of interactions, curate the group, establish processes and repositories for knowledge sharing, establish simple governance

Lead the team on an ongoing basis, including facilitation of team ceremonies such as regular retrospectives

Foster engagement and trust within the team, ensure rapid flow of communication and shared awareness

Communicate the value of the team, highlighting success stories and recognising the efforts of community volunteers

Promote and role model the sharing of assets and best practice

Identify appropriate formal and informal learning and development interventions to increase community of practice capability, managing training and knowledge management budgets and assuring individual learning and career development plans are in place

Provide support for recruitment

Skills & Experience:

At least 10 years' experience in Technology environment with at least 10 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

Successful candidates will:

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 on those opportunities

Have an exceptional ability to motivate and influence key contacts and decision makers required.

Proven negotiation skills and ability to influence others at different levels.

Excellent communications skills coupled with a thorough knowledge of the business.

Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.

Excellent verbal, written communication and presentation skills together with the ability to deliver customer presentation skills to board level.

Practical financial budget experience and a track record of management experience operating at a high level in the organisation.

Proven commercial awareness and a track record of working with vendors / partners.

Experience in creating a high performance culture through target setting, performance evaluation, and employee engagement.

Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team.

Why work with us?

At Primark, we know how hard everyone works to achieve our business goals. Having a competitive salary and annual bonus scheme is our way of acknowledging this. We'll also provide you with a progressive career path, because clear advancement is what we’re all about at Primark

Our flexible working benefit, Your Day Your Way, means you get to choose when to start and finish your workday. Choose to work remotely if you like, in a way that suits you but also helps us get the most out of your talents.

There’s a lively culture here, and it’s easy to get to know each other in a truly warm atmosphere.