Service Delivery Manager, Buying & Merchandising

at  Primark

Our Technology teams are right at the heart of what we do. Surrounded by some of the best Technology Specialists in the industry, you’ll bring your own ideas to the business - helping to shape the experience of our customers as part of a forward-thinking team.
As the Service Delivery Manager, you will form an integral part of the Operations Delivery team, and be responsible for ensuring service excellence, stability and support across all of operations, but primarily in the area of Buying and Merchandising as well as Data Analytics. This role is central to the delivery of quality service to our customers.
You will be expected to develop operational relationships and the performance of our key Technology Service Partners while managing the expectations of key internal stakeholders to deliver results in line with business goals.

WHAT YOU’LL DO:

In your role, you’ll collaborate with different people across a range of skill sets. Here’s a flavour of your day-to-day:

• Accountable for all aspects of overall service management including those delivered through vendor engagement and strategic relationships. Driving stability and incident resolution to best protect the business.
• Provides expert management support to difficult, high-profile customer issues and ensures root-case analysis is conducted and corrective action plans are followed through.
• Improve problem management to identify, and remove root causes to prevent reoccurrence and facilitate continual service improvement.
• Inclusion on the Service Delivery On Call rota, providing out-of-hours support across Service Operations on a rotation basis
• Ensure the agreement and operation of SLAs concerning new services provided by Technology Partners following their introduction
• Ensure technology partners/vendors adhere to Company policies, procedures and standards.

Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular:

• At least 5 years experience in a customer-facing role.
• Expert ability to motivate and influence key contacts and decision-makers required.
• Proven negotiation skills and ability to influence others at different levels.
• Advanced communication skills.
• Proven history of striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.
• Proven team player in working with one’s peers to ensure that delivery of service is timely, efficient and of high quality.
• Professional and customer-focused.
• Strong change advocate.
• Judgement and problem-solving skills