Service Delivery and Vendor Management

As Service Delivery and Vendor Management Lead Manager you play a critical role in ensuring the smooth running of the systems that add value and ensure operational excellence across our business.

You will be accountable for the delivery and management of Milk & More’s IT services, with a focus on the B2C e-commerce platforms, the ePOD handsets and routing system, and the associated ecosystem which allows the business to serve it’s 350,000 customers.

A strong and accomplished leader when it comes to third party vendors and partners, you will create a Service Delivery Framework that ensures all parties internal and external have clear responsibilities, a clear RACI for those involved, and be able to manage and monitor performance through the use of quality standards and KPIs built into contracts where relevant.

You will also have a keen interest in security; as a consumer-based business, your role will work with the support of the Muller Group IT Security and Data Protection Team to ensure we have all the right procedures and processes in place to have secure environments and both the secure process and management of data. This includes setting up clear user access controls for systems and monitoring these.

Main tasks and responsibilitiesIncident and problem management

• Accountable for the lifecycle of service operations for Milk and More, including incidents, problems, requests and changes. This includes assessing and ensuring the relevant level of support to suit operational needs via internal or external teams (noting that Milk & More carries out deliveries until 7am, and so the key time of operation is between 9pm and 1am).

• Delivering clear, concise and timely communications to key stakeholders as part of incident management

• Ensuring proactive problem management and identifying trends or significant problems

• Accountable for the service desk and 2nd line support activities.Relationship management

• Establishing clear lines of communication and collaboration between the internal and external service providers

.• Building relationships and consulting with internal customers across various functions to plan for and mitigate organisational and operational challenges

.• Working with senior stakeholders to identify, anticipate and influence demand for services.

• Accountable for the performance of internal and external suppliers.Service performance and continuous improvement

• Building, managing and publishing KPI & SLA reports covering service performance and drive customer satisfaction.

• Presenting regularly to the Head of IT and executive team performance reports, recommendations and improvement action plans

.• Accountable for service levels meeting their agreed targets and standards.

• Using best practices and knowledge of business issues to improve processes and the resiliency, availability and performance of systems and services.

• Ensuring maintenance windows are agreed and communicated with the business for key services

• Accountable for business continuity needs being met during all service transition activities.

• Building a service management roadmap, aligning and contributing to the IT strategy.Vendor management• Developing and sustaining relationships with existing vendors.

• Ensuring key vendors provide quarterly business reviews and roadmaps are presented to key stakeholders.

• Engaging with vendors to assess their products, services, negotiate pricing, and communicate any product or service-related concerns.

• Conducting regular research into new vendors to determine which offer the best value and are most suited to the needs of Milk and More’s.

• Implementing vendor selection programs to ensure that the best vendors are secured

.• Conducting interviews with new vendors and informing approved vendors of their responsibilities and obligations.

• Establishing standards by which to assess the performance of approved vendors.

• Evaluating current vendor management programs and identifying ways to improve them.Reporting into the Head of IT and supporting the Head of Product, you will manage the Service Delivery manager and be accountable for the delivery and management of Milk & More’s IT services.

What we’re looking for 

• Experience in the B2C and DTC e-commerce industries.
• Significant experience in IT technical and service delivery management.
• Significant experience in vendor management.
•  Broad experience of managing suppliers and outsourced resources.
• Experience in the business to customer and direct to customer industries.
•  Experience of leadership and people management, able to pull together disparate teams to deliver a coordinated result.
• Experience in managing services covering e-Commerce, CRM, ERP and Data warehouse platforms.
•  Excellent level of IT Literacy and able to use a variety of tools.
• Experience with modern ITSM systems.
•  ITIL certification desired, exposure required.
• Excellent communicator, able to engage at all levels with internal customers, service delivery partners and external third parties.
• Strong negotiation, management, and decision-making skills.
• Able to effectively manage risks over an extended period, promoting and managing appropriate mitigation strategies.

What you’ll get 

Location                         Camberley-hybrid working, 2/3 days in office per week

Salary                              £70k-£100k

Bonus                              Up to 15% payable in April

Company car                 Or cash allowance of £550 pm

PMI                                  Partner cover

Life Assurance               4x salary

Holidays                          25 days pa + bank holidays

Pension                           Contributory-Muller matches up to 8%