Service Improvement Manager - Hybrid / Flexible

Job Description

The purpose of this role is managing the Central Support team which covers both Application and Infrastructure Engineers, providing support end-users for all IT services to all sites across the group. It is also to manage the operations continuous improvementprogramme of work to ensure that we have up to date applications and infrastructure and that any non-compliances are reported and updates.Main duties and responsibilities:

• Manages, maintains, and improves the catalogue of Group IT services for applications and infrastructure offered to the businesses across the group.
• Identifies and delivers service improvement activities and planning across the business through employing process improvement methodologies and the application of innovative thinking.
• Identifies trends and process variations to establish a continuous improvement monitoring system and to identify, prioritise and perform improvement activities.
• Works with key stakeholders to build a continuous improvement environment and to support an ongoing programme of change.
• Manages the introduction of IT services with other parts of the Group IT organisation ensuring appropriate support processes are defined and implemented and that hand over documentation is completed.
• Manages the performance goals and professional development of the Service Desk team including the initiation, monitoring, review and validation of individual training and development plans in line with organisational and business requirements.
• Co-ordinates the escalation of incidents, service requests, problems and changes with business and IT management where and when required.
• Manages the Asset Inventory and keeps it up to date.
• Reviews call logs and trends and liaises with internal and external providers of second and third level support to drive reductions in the level of second and third level support.
• Suppliesregular reporting on activities and service level attainment to the Head of IT Operations
• Ensures that Service levels are met or exceeded, reporting all non-conformances to other department heads for review.

Why GreencoreWere a vibrant, fast-paced leading manufacturer of convenience food in the UK and our purpose is to make everyday taste better.Employing over 13,000 colleagues across 16 world-class manufacturing sites and 18 distribution depotsacross the UK, suppling all the major supermarkets including convenience and travel retail outlets, discounters, coffee shops, foodservice with sandwiches, salads, sushi, chilled snacking, chilled ready meals, chilled soups and sauces, chilledquiche, ambient sauces and pickles, and frozen Yorkshire Puddings.Why Greencore Technology

• Be part of the next stage in business and technology transformation for a major food manufacturer.
• We are setting our Technology Strategy for the next 5-10 years in the coming months, including ERP, HR, Logistics, Engineering, and supply chain solutions, as we look to enable business opportunity by improving our technology.
• Our fun, largely internal IT team continues to grow and will have almostdoubled over the last year.
• We are using IoT with cloud-native event streaming to turn production lines into insightful data to improve manufacturing efficiency.
• We are finding opportunities to make our business more effective using bespoke applications running on cloud-native technology.
• We welcome enthusiastic, energised Tech loving individuals to come and help Greencore get even better by further improving our systems, data, and insight.
• Our projects over recent years, have delivered award winning bespoke applications, ranging from people development and performance management solutions to driving real time insight and data on how our manufacturing processes are operating to improve quality,efficiency, and loss.

What were looking for Essential Education & Qualifications:

• Diploma or Degree in Computer Science, Information Systems or other related field (degree candidates will be preferred).
• ITIL (Information Technology Infrastructure Library) Certified (or Equivalent)
• Desirable but not essential;PMP / PRINCE II Certified (or Equivalent)
• Desirable but not essential;LSS Green Belt Certified (or Equivalent)

Essential Experience:

• Extensive experience in a variety of IT positions covering business systems and core infrastructure related products and services.
• Demonstrable manufacturing and planning experience preferably developed in the food or consumer products sectors.
• Excellent understanding of continuous improvement concepts including Six Sigma, Lean, value stream mapping
• Experience in a Call Centre / Service Desk environment supporting multi-site operations.
• Good knowledge of server operating systems with particular focus on Windows Server 2003 / Active Directory.
• Knowledge of leading business applications (ERP / CRM / SCM /HR).
• Has strong planning, communication and presentation skills coupled with the capability to listen and influence.

If this sounds like you,join us andgrow with Greencore, and be a part of driving our future success. What youll get in return

• Competitive salary and job-related benefits
• Holidays
• Pension up to 8% matched
• Life insurance up to 4x salary
• Company share save scheme
• Greencore Qualifications
• Exclusive Greencore employee discount platform

Throughout your time at Greencore, you will be supported with on the job training and development opportunities to further your career.