At a glance
Working pattern/flexible working - e.g. This is a hybrid working role, therefore your time will primarily be split between working from home and the Bracknell Head Office. However, there will also be an expectation to visit other locations as the need arises such as our London Office or Supplier Offices. The Partnership has adopted a hybrid working approach meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The Service Management Team are required to attend the Bracknell Office 1 day a week to connect and on a more ad-hoc basis and attend key meetings.
Contract type - One permanent role
About the role
The Service Delivery Support Lead role sits within the dynamic environment of the Service Operations Team, part of the broader Service Management function within the Technology and Transformation directorate of the John Lewis Partnership. Service Operations support the smooth running of IT Operations within the Partnership, providing oversight, governance and controls across the end to end IT landscape.
Working to support the Service Delivery Managers within the team you will continually assess whether all aspects of IT Service Delivery, including all Service Management processes, are both fit for use and fit for purpose. You will provide JLP input into the management of major incidents, coordinating JLP communications and acting as a point of escalation. You will also be producing and analysing operational data providing insight to the Service Delivery Managers, value stream owners and senior management.
Key responsibilities
Ensure data points and metrics are available to, and being utilised by, value stream owners to prioritise technical debt remediation.
Identify operational trends through data extraction from ServiceNow and the use of Tableau and other reporting tools to provide operational insight for JLP stakeholders.
Decide what interventions are required and skills needed from the wider Service Management team to support remediation where things are at risk of going outside of tolerance as defined within the Service Catalogue.
Develop a course of corrective action to remediate the operational performance of IT to meet the needs and expectations of the Partnership, wherever it deviates.
Empower and support teams to make decisions and resolve challenges in line with the strategy for the Service Management area and where required, act as the ‘voice of JLP’ with our strategic third party vendors.
You will be an experienced and recognised participating member of the operational community, representing the interests of JLP and Service Management at key operational meetings. This will also involve working with the Delivery & Operations/Infrastructure teams to assure the end to end service outcomes delivered within and across the product teams including service critical suppliers
Ensure that Major Incidents are acted upon swiftly and effectively by the SIAM function ensuring stakeholder communications are timely and clear. You will also act as a point of escalation where needed.
You will work closely with the other Service Management areas and interface with the established Product & Platform teams to embed capability within areas.
You will assist the Service Delivery managers in the management of complex operational outcomes, spanning multiple product areas.
Essential Skills you’ll need:
Proven experience of working in an Service Operations environment and extensive working knowledge of the ITIL Service Operations processes.
Significant and demonstrable experience working in IT Service Management including its use within Agile Product Teams.
Extensive experience in managing complex IT Major incidents.
Experience of working in a heavily outsourced IT environment under a SIAM model
ITIL v3/4 practitioner or equivalent experience
Working knowledge of agile methodologies & DevSecOps frameworks.
Extensive experience in using Tableau and other reporting tools to manipulate and report data insights
Comprehensive working knowledge of ServiceNow
A credible and established expertise with good commercial and operational expertise, who is able to demonstrate extensive knowledge and hands-on experience in building strong relationships, including third parties.
An intuitive leader with the ability to coach others and effectively facilitate stakeholder sessions as needed.
Proven ability to thrive in high-pressure, fast-paced environments, with advanced problem-solving abilities, strong analytical thinking, and meticulous attention to detail.
Outstanding verbal and written communication skills that go beyond “tech talk” – the ability to translate complex IT matters to those without an IT background
Desirable Skills
Next Steps:
The application form consists of a CV upload, followed by application questions. Please save the application questions to a Google docs before entering on Workday.
The application form consists of a CV upload, followed by application questions. Please visit - https://www.jlpjobs.com/how-to-apply/journey/ to understand more about application and hiring process.
Internal applicants: Please copy and paste this link on to the browser to view job outline - https://drive.google.com/file/d/1l0B_mRclTgov7XC84VfSNbnHakoKlBs5/view?usp=sharing
Link Required
You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Please note: we sometimes close vacancies early in the event of a large response, so we recommend you apply as early as possible.
Benefits of the Partnership and the role
💻 - Hybrid Working.
🏖️ - Full - time working holiday entitlement 22 days holiday (25 if PL7 or above), plus public and bank holidays (this is prorated for part time hours).
⚖ - Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy.
🐷 - Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not.
🤑 - You’ll get Partnership discount in store and online once you complete your Earning Membership period. That’s 25% off in John Lewis (12% off electrical products, some exclusions apply) and 20% in Waitrose (some exclusions apply) You’ll also be able to nominate someone you live with to share your discount.
🚴 - Simple cycle to work support scheme.
🏰 - We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them.
Optional - specific to role/level:
💗 - Health Care cover (level applicable)
🌱 - Learn more about our extensive range of exciting benefits that you could enjoy when you join us, visit - ttps://www.jlpjobs.com/about/benefits/
