Service Delivery Manager

Location: Bradford/ Petersfield/ Chatham/ London

Salary: Competitive +Bonus +Benefits

Closing Date: Friday 30 June 2023

About Us

Vanquis Banking Group has a rich history dating back to 1880. The company was founded in Bradford by Joshua Kelley Waddilove as The Provident Clothing and Supply Company to help people access finance and goods who couldn’t from traditional lenders.

Today, Vanquis Banking Group is a FTSE All Share company listed on the London Stock Exchange with around 1.6 million customers and plays the same role in people’s lives today, as it did when it was founded.

Vanquis Banking Group is a unified group made up of two brands: Vanquis (cards and loans) and Moneybarn (vehicle finance). While they offer different products and services, they share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with varied life experiences, so everything we do from our products to our customer experience is designed with this in mind.

You and Your Team

As a Service Delivery Manager, you will be responsible for the management of excellent long-term client relationships, and act as the bridge between the customer, our suppliers and operational delivery teams.

This is a rare opportunity to be involved in the transformation of an historic and mature Banking Group as we refresh and migrate all core technologies on to a new, cutting edge, market leading technology stack (including Salesforce, Mulesoft and Genesis). You will be able to design and influence the IT Service management function.

Hybrid working is available in this role. We ask that you attend the office 2 days per week.

This role could be based in any of our four locations; Bradford, London, Petersfield or Chatham.

About the Role

In your day-to-day role, as a Service Delivery Manager you will:

• Apply logical thinking, gather and analyse information to formulate both short-term day-to-day and longer-term IT Service Delivery plans and to identify and analyse options and assess feasibility and operational impacts.
• Professionally and effectively represent IT Shared Services to both the internal business and to all IT third party vendors and suppliers.
• Build, develop and maintain successful, long-term relationships with stakeholders.
• Understand and identify business challenges and develop strategies and solutions to deliver added value to the business.
• Own, chair and facilitate regular Service Reviews with the business and suppliers in accordance with relevant service level agreements and business priorities.
• Ensure work is delivered in line with SLAs and agreed targets.
• Responsible for managing costs within budget parameters.
• Monitor supplier and IT service delivery performance and liaise with managers and customers to ensure service level agreements are met.
• Develop continuous service improvement plans to drive cost reduction activities and eliminate waste.
• Identify problem areas, create and deliver solutions to enhance the quality of service and implement preventative measures for the future.
• Ensure business policy and processes reflect current practices and are adhered to.
• Provides operational and specialist insight to drive continuous improvement.

About You

What you will bring to the team:

• You will be enthusiastic and passionate about interacting with customers and colleagues alike.
• You will have previous experience as a Service Delivery Manager, with a good understanding of the basics of service management and managing suppliers.
• Experience of leading a team of Service Management Resources to deliver Incident, Problem and Change functions.
• Significant insight and understanding of third-party vendor management practices.
• Proficient understanding of ITIL principles and how they are effectively implemented and delivered.
• You will be able to build relationships quickly, have great communication skills allowing you to influence business stakeholders at a senior level and enjoy working and collaborating as a wider team.
• Having an understanding of some of our core technologies (e.g. Salesforce, Mulesoft and Genesis) can be beneficial.
• Desirable qualifications; ITIL4 Managing Professional Certification or ITIL 4 Digital and IT Strategy

Why join Vanquis Banking Group?

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it is not the only one. We will invest in your development, giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. Working in a bright and refreshingly relaxed environment, you will find your opinions are valued and listened to.

On top of all this, we will give you a package including:

• Competitive salary
• Discretionary annual bonus
• Hybrid working
• 25 days annual leave increasing with service (in addition to bank holidays)
• Pension Scheme with matched company contributions up to 10%
• Private Medical Insurance
• Extensive opportunities for personal and career development
• Opportunity to grow, develop and learn.
• Colleague Perks at Work discount platform
• Season ticket loan
• One paid day to give back to local communities or chosen charity.

We strive to constantly improve the way we look after our people and have created an environment where everyone feels valued and can be themselves. We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we are here in the first place: to help put people on a path to a better everyday life.

We are an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.

We want to attract and retain the best people. So, we make sure that, if people need it, they are given all the extra support and reasonable adjustments to take part in any part of our application or interview process. We have also got lots of colleagues who choose to work flexibly, so please feel free to talk to us about how you prefer to work at any time.