Service Delivery Manager

Kurt Geiger | About Us We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city; its diversity and creativity. For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style. Company Background: As a Service Delivery Manager at Kurt Geiger you will play a critical role in ensuring the seamless delivery of services to our business while maintaining the highest standards of quality and efficiency. This role will report into the Head of Business Systems. You will be required to collaborate closely with cross-functional teams both internally and externally to monitor service performance, identify areas for improvement and implement effective solutions that enhance and deliver customer satisfaction and operational excellence.

Requirements: Manage the IT Service Delivery team including reviewing performance, skills and day-to-day management of the desk Responsible for the implementation of service delivery processes and best practices Implement and maintain SLA monitoring with real-time performance analytics and intelligent reporting dashboards Gather, analyse and report service performance data to IT management to identifying trends and opportunities for improvement Build and maintain strong relationships with customers and vendors, acting as a point of contact for service-related inquiries and escalations across the business Participate in regular vendor service reviews and contract renewal meetings and contribute to continuous improvement initiatives Build and maintain excellent relationships with our key strategic vendors and partners and collaborate to ensure excellent service delivery Lead business project rollouts with risk assessments and project management methodologies Manage the procurement of hardware and software whilst remaining within budgetary controls Assist in managing the end-to-end service delivery lifecycle, from planning and execution to monitoring and reporting Coordinate with internal teams to ensure timely and accurate service delivery, addressing and escalating any issues that arise becoming the key escalation point for the service team and business · Manage the teams’ on-call rota, resource allocation, capacity planning for service optimisation Required Experience & Qualifications 5+ years of experience in a service delivery role managing a busy service desk with 200+ global customers Strong analytical skills, with the ability to interpret data and provide actionable insights Understanding of IT infrastructure and service management concepts Excellent verbal and written communication skills Ability to work collaboratively in a team-oriented environment Preferred: Experience in a technology-focused service delivery environment Familiarity with ITIL or other service management frameworks Proficiency in project management tools and software Knowledge of service delivery methodologies and best practices Experience with data analysis and reporting tools Experience with FreshService or Service Now platforms Technical Skills and Relevant Technologies Technical expertise in Windows 10/11, Apple OS, Azure AD, AVD, Group Policies, Microsoft 365, Azure Virtual Desktop, JAMF Cloud, Autopilot Intune Strong M365 experience required. At least 2 years+ of Cisco Meraki MDM and SDWAN experience (or other networking tools). Excellent knowledge of EPOS technology/PEDs/PDQs/Tills; SaaS POS experience is preferred. Familiarity with PCI / P2PE is advantageous but not essential. Ensure compliance with corporate policies, audits, and industry regulations (e.g., GDPR, SOX) Maintain and test backup, recovery, and failover procedures for critical business systems to meet defined RPO/RTO. Soft Skills and Cultural Fit Strong problem-solving abilities and a proactive mindset Exceptional interpersonal skills, with the ability to engage effectively with diverse stakeholders Adaptability to changing priorities and a commitment to continuous learning A team player who embodies the values of collaboration, integrity and excellence The role may require some international and domestic travel which will be planned in accordingly

Benefits: Competitive basic salary Pension and life assurance Gym Discounts Retailtrust support Enviable discounts Harrods Discount Monthly half day Friday’s And so much more! Our Stores The first Kurt Geiger store opened on London Bond street in 1963. Today, our brand has global appeal and is distributed in hundreds of cities around the world. We operate over 70 stand-alone stores nationwide, including our new flagship store on London Oxford street, and in over 400 stores globally. Beyond stand-alone stores and retail pop ups, our retail partners include some of the world’s most famous department stores.