Job Title: EU IT Service Delivery Manager
Salary: Competitive + Benefits!
Location: Hybrid working, home & BCA Coimbra and other European centres (monthly visits for both)
Working Hours: Monday - Friday, 40 hours
Job Status: Permanent
Who we are!
The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of Consumer to Business (C2B), Business to Business (B2B) and Business to Consumer (B2C). Across our digital platforms we exceed £20billion of Gross Merchandises Value (‘GMV’) on an annual basis. This includes market leading brands such as BCA, We Buy Any Car, cinch and Marshall.
https://www.constellationautomotive.com/techhub
The Constellation Technology Team provides a group-wide set of Technology Products and Services across the Constellation Automotive Group. We are a central function working across the following domains: Technology Operations, Cyber Security, Product, Engineering, Enterprise Applications, Logistics, Architecture and Portfolio; across the UK and Europe.
The Role:
The European IT Service Delivery Manager is responsible for overseeing and ensuring the efficient delivery of IT services to meet our business needs and objectives. This role will require you to work closely with our EU IT Leadership team in supporting a service model that unifies our EU IT management teams, enabling them to deliver highly available, fit for purpose and business aligned IT services.
Role Responsibilities:
Service Delivery Management:
* Oversee the daily operations of IT service delivery, ensuring that all services are delivered according to agreed SLAs and KPIs.
* Working closely with our Group IT service functions, you will need to lead in unifying our IT service delivery objectives and drive forward service consistency and value in the areas of IT service strategy, design, transition, operation and improvement.
* Identify opportunities to optimize service delivery processes and implement improvements to enhance quality and reduce costs.
Stakeholder Relationship Management:
* Primary pint of contact for EU business units regarding the provision of IT services.
* Ensure the alignment f IT services with the business’s operational needs and objectives.
* Develop and maintain strong relationships with key business stakeholders.
* Hold regular service reviews with key stakeholders, focussing on performance of services and identifying areas for improvement.
Performance & Reporting:
* Monitor and track service performance against SLAs, preparing regular reports on service quality and delivery performance.
* Identify service delivery issues r potential risks and proactively work to resolve them before they impact business operations.
* Ensure documentation is in place for all service delivery processes, incidents, and resolutions.
Incident & Problem Management:
* Manage the escalating and resolution of major incidents, ensuring swift restoration of services with minimal impact on business operations.
* Conduct post-incident reviews and root cause analysis to drive improvements in incident management and service continuity.
Continuous Improvement:
* Lead efforts to review and optimize IT service delivery processes, ensuring they are aligned with industry best practices (e.g., ITIL, Agile).
* Propose and implement service improvement initiatives to enhance customer satisfaction, service efficiency, and overall business performance.
Skills & Experience:
Experience:
* 2-5 years of proven experience in an IT Service Delivery role.
* Experience in managing IT services in a complex, multi-vendor environment.
* Proven track record in managing and optimising IT service delivery in alignment with SLAs and business goals.
Skills:
* Strong understanding of ITIL frameworks and service management best practices.
* ITIL V3/V4 certification is desirable.
* Knowledge of ITSM tools, ideally ServiceNow.
* Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
* A self-motivated, hands-on, people focused person, who can drive lasting change through effective communication, both written and verbal.
* Strong leadership, problem-solving, and decision-making abilities.
Technical Competencies:
* Proficiency with IT systems, infrastructure, and application support environments.
* Familiarity with cloud services, network management, and cybersecurity practices.
* Knowledge of data management and reporting tools, such as Microsoft Power BI.
* Experience with collaboration platforms and cloud technologies (e.g., SharePoint, M365 and Teams).
* The role is hybrid and will require visits to the BCA Tech Hub in Coimbra and BCA business sites across the European Union.
* This role also may occasionally require the candidate to provide out-of-hours support for Major Incidents.
* The role is hybrid and will require visits to the BCA Tech Hub in Coimbra and BCA business sites across the European Union.
* This role also may occasionally require the candidate to provide out-of-hours support for Major Incidents.
Please note that only applications submitted in English will be considered.
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