IT Business Service Manager

Recruitment Partner: Akash Karia

Location: Nottingham

Contract: Perm

Who we are

International Technology & Advanced Analytics (IT2A) is a multi-national function of Walgreens Boots Alliance (WBA) based in the UK, Europe, Asia, South America and the USA. We use emerging technology and robust data to transform our pharmacy and retail offerings, improve experiences for customers and patients and enhance our operational effectiveness. Partnering with some of the finest tech providers and utilising a cutting-edge tech stack, we support two of the UK’s most trusted and established brands - Boots and No7. We’re a team of specialists spanning security, hosting, architecture, software engineering, networks, project delivery and more. A proud equal opportunity employer, we passionately embrace team member diversity and provide a positive and inclusive working environment for all.

About the role

Reporting to the Senior Business Service Manager, you will take a key role in the delivery of IT Services, by working with our business, and our partner teams, to understand the priorities of the business, and ensure the services delivered meet those needs.

Your role will involve:

• Develop collaborative working relationships with your internal customers (including at a senior level) and IT service providers to ensure the IT services delivered meet the needs of the business.
• Act as an IT services expert and work closely with the business to ensure they are well supported by IT, and to build an understanding of their se of IT systems and services.
• Being proactive as well as reactive – ensuring incidents and unexpected situations are well handled, whilst looking to the future and ensuring effective risk management, compliance, and continuous service improvement.
• Manage relationships with a wide cross-section of stakeholders, ensuring clear communication, looking back at past performance, as well as in-the-moment communications in the event of a significant incident.
• Identify and oversee opportunities to improve services and reduce technical debt through careful prioritisation and allocation of IT maintenance funding.
• Input into the design of new and redesign of existing IT systems and services.
• Management of the Cost To Adopt Process for service
• Oversee the service delivered by partner organisations, conducting service reviews with platform owners using central SLA reporting.
• Represent the business end user functions for change management approvals
• Provide guidance (business/customer lens) to support the resolution of Serious and Major Incidents in and out of hours as part of on-call rota.

What you’ll need to have

• A proactive self-motivated senior leader who can juggle several activities and prioritise appropriately.
• A clear communicator, comfortable with working with stakeholders at all levels of the organisation, and able to communicate effectively with technical IT professionals as well as business executives.
• A flexible, resilient professional who can remain calm and make sound decisions under pressure.
• Someone who has significant experience in IT service management in large enterprises.
• Someone who works well with others and experienced in working cross-functionally with a diverse range of people

It would be great if you also have

• ITIL V4
• Business Relationship Management

Our benefits

• Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at rewards. Please note, any salary estimates given on third-party sites are not provided or endorsed by WBA and may not be accurate.

What's next

If your application is successful, our recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you will be notified by email.

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

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