IT Service Delivery Manager

Department:IT

Contract Type:Fixed Term Contract Part Time

Fixed-term contract covering maternity leave until 21/10/24
Part-time working 28 hours per week
Closing date: Thursday 9th November
As the IT Service Delivery Manager your purpose is to ensure third party IT service providers deliver a first class service to VWFS and ultimately our customers, including the management of the service agreement between VW Bank, VW Bank Ireland and VWFS IT
You will be working with suppliers through the whole contract lifecycle which includes on-boarding and integration to VWFS, managing service performance and ultimately termination. You will continually review the services we receive from our third party providers with a view to improving the customer proposition, efficiency and cost savings
This is what you could be doing:

You will build strong and resilient relationships with suppliers, stakeholders and customers to maximise the value of services received from third parties
Regularly meeting with suppliers, stakeholders and customers to conduct service delivery reviews against contracts and requirements agreed and, these may be very senior within the organisation or department you are dealing with
You will also act as the conduit between the supplier and stakeholder to closely monitor and manage supplier performance, addressing any issues that arise and holding the suppliers to account
You will use information, data and feedback form these interactions to drive continuous service improvement through processes or technology
Managing the creation and development of performance reporting for all third party applications for delivery to the BoM, internal stakeholders and IT managers
Supporting the IT Supplier Management team, Legal and VWFS Procurement with the identification of potential suppliers
Supporting the on-boarding of new suppliers into the business ensuring service delivery requirements are fully understood and enable a seamless service for customers
You will develop effective controls and procedures for third party supplier arrangements for delivery of an efficient and compliant process
Acting as a service operations escalation point for internal stakeholder queries, ensuring that supplier underperformance issues are dealt with in a timely manner in order to provide optimum service delivery to VWFS/VW Bank and VW Bank Ireland
You will attend internal stakeholder meetings and act as a technical expert to understand future requirements and develop service based solutions as appropriate
Working in tandem with supplier management to conduct regular external supplier visits to review performance, build relationships and pass on feedback from VWFS and our customers
Work with suppliers and internal customers to define the application/service roadmap with regards to VWFS, VW Bank and VW Bank Ireland.
Managing the service provided by VWFS UK IT to VW Bank and VW Bank Ireland including the provision of additional resource where required

This is what you can bring to the role:

You can demonstrate that you can build and maintain strong relationships with stakeholders and have excellent influencing, negotiation and communication skills
You can share how you have worked with multiple stakeholders, internal and external to the organisation, to deliver excellent customer service
You have experience of delivering continual service level improvements
You have some experience or knowledge of service/supplier management in an IT/financial services environment
You will need a high attention to detail and can work to challenging deadlines
You are committed to development and have sound business and commercial acumen
PC literate specifically in Microsoft Office packages, including intermediate/advanced Excel and PowerPoint skills

What’s in it for you?
An excellent remuneration, Company Car, discretionary bonus and 27 days holiday in addition to statutory bank holidays plus much more!
We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us!
About Volkswagen Financial Services
Our mission is straight forward, we want to be ‘The Key to Mobility’. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can