Job Description

What you'll be doing?

Supporting the business and our divisional offices, our Head Office functions cover all departments from our Executive Board through to our support functions such as Group Design and Technical, HR, Health and Safety, IT, Sales and Marketing, Commercial, Procurement, Group Finance, Corporate Affairs, as well as Legal and Company Secretariat. We also have a specialised function - Barratt Partnerships.
While the work varies from team to team, our key requirements don't: you must be well organised, extremely helpful and resourceful, and able to use your initiative. You'll understand that what you do is important, and impacts on your team, the department, and the wider business.

The position of the Service Delivery Manager is responsible for the day-to-day delivery, management and improvement of the services and systems within their allocated delivery towers supporting sales offices, construction sites and our divisional office employees as well as Group functions.

You will be responsible for overseeing the day-to-day operations of critical Managed Services and systems provided and supported by external partners and suppliers, as well as internal Group IT support teams.

The role requires working closely with key stakeholders, various business areas, project teams and IT Suppliers to support the business in their use of the company's strategic systems and our commitment to deliver and uphold Barratt Redrow's core values.

While the work varies from team to team, our key requirements don't, you must be well organised, extremely helpful and resourceful, and able to use your initiative. You'll understand that what you do is important, and impacts on your team, the department, and the wider business.

You will manage, monitor and develop relationships, on-going performance and contractual commitments of strategic IT Suppliers and act as the point of escalation for any issues, major incidents and problems.

Leadership, motivation and responsibility of technical support teams and processes will be required within this role.
Ensure the assigned Managed Services, Partners and Suppliers are operating effectively according to defined responsibilities where appropriate Barratt Redrow Service Management Lead representative at partner/supplier Service Review meetings driving performance against contractual commitments and SLA's. Own and develop relationships with key Business System/Function heads and act as their key contact for service queries, escalations and chairing regular Service Reviews. Knowledge and understanding of the functionality and integrations of the key Barratt Redrow Business applications/systems and how they are used within the business. Be an ambassador for IT, working across the business to provide effective communication on IT matters and collaborate with other teams to ensure effective dialogue between departments. Maintaining adherence to IT governance policies Ensure all IT services operate according to ITIL framework, covering as a minimum: Incident, Problem & Change enablement. Support the transition of service or change (small and large) into support while minimising risks and ensuring operational objectives are achieved ensuring a smooth handover into service Accountable for facilitating the planning and technical delivery of releases end to end, ensuring necessary plans and resources are in place Own major incidents and ensure that correct Incident Management and communication procedures are implemented. Provide leadership and management to support teams and/or service management team members. Implement continuous improvement initiatives with internal and external service providers to enhance service delivery and cost optimisation. Attending divisional site visits helping to run IT Tech Bars as per an agreed rota

What you'll need?

The successful candidate will have:
Displays role model behaviour with demonstrated experience and ability to lead teams to common business and IT goals. Extensive experience around Major Incident, Incident, Problem and Trend Management strategy to drive improvements. High level of communication, influencing and negotiation skills, coupled with an ability to build effective relationships at all levels with internal and external stakeholders Strong delivery focus with an ability to ensure others "get on board" quickly and adapt to changing priorities Displays Leadership & Authority with proven ability to lead others under pressure Effective facilitator directing teams toward rapid resolution of complex issues Strong people skills - negotiation, listening, with the ability to work effectively with all levels of the organisation Customer focus - identify key customer requirements as well as any change in requirements/scope and seek out ways continually to improve the overall customer experience. Innovative, flexible, positive 'Can Do' approach Confidence and ability to express opinions constructively Drives change and continuous improvement - embraces change and is continually looking for new ways to improve operations and capability Self-motivator, ability to remain focused when working to specific targets and deadlines Previous experience with any of the following is required - o IT infrastructure and network systems: Cisco hardware/Cisco Meraki o Cloud computing/management: Microsoft Azure, Microsoft Intune, M365 o Cloud hosted systems: COINS, MS Dynamics o ITSM Tooling including ServiceNow o Service design and service transition o Project Management ITIL V4 Foundation Certificate preferable, or strong demonstratable understanding from experience.

Hours of Work - standard Hours: The role will cover the department's core operational hours of 07:00 - 18:00 Monday - Friday with the following shift patterns:


7:00am - 3:30pm 8:00am - 4:30pm 9:30am - 6:00pm
On Call - the role will also have an On-Call duty responsibility, covering the hours of 18:00 - 08:00 Monday to Friday and all day on Saturday, Sunday and Bank Holidays. On Call is allocated on a rota basis and is shared amongst the entire IT Operations team. A renumeration package is included with the role which includes, standby allowance in addition to an hourly rate for any call outs.



Location - the role is hybrid with an expectation of 3 days in the office located in Bardon Hill (LE67) Travel As part of the role regular visits to divisional offices located across the UK will be required. Site visits are allocated on a rota basis and are shared amongst the IT Operations teams. Renumeration in the form of expenses is offered for site visit travel.

Our Company and Benefits

We've been nationally recognised as a 5 star housebuilder since 2010 for supplying high-quality homes for all generations. That's more than any other major housebuilder. It's because we combine the brightest minds, the latest technology, and a genuine commitment to putting customers first. We want the best people in the industry to help us shape the future of building. We have tailored opportunities for apprentices, graduates, experienced professionals and ex-Armed Forces personnel to come and help us stay one step ahead, and build the homes that Britain needs.



Barratt adopts a hybrid way of working which assumes that where roles allow, our office-based colleagues divide their time between working in the office, on our construction sites and sales offices, and working from home, as the role dictates. We recognise the many benefits that an effective hybrid working culture brings to both the Company and our colleagues.



We are building an organisation where anyone with drive and talent can pursue the career they want. We are building a culture where anyone, regardless of gender, race, age, sexuality, disability, background or any other characteristic, can progress and be proud to work for us.


As part of working for Barratt Redrow PLC and specifically for this role we offer:
Competitive Salary Competitive Bonus Scheme Private Medical Cover - Single Cover Annual Medical Health Assessment 26 days' holiday (increase by 1 day for every 3 years' continuous service up to 29 days) Choice of Flexible Benefits * Enhanced Family Friendly Policies