Job Title
Service Delivery Manager - Service Configuration Management
Location
George House
Employment Type
Full time
Contract Type
Permanent
Hours Per Week
37.5
Salary
Competitive salary plus benefits
Category
Infrastructure
Closing Date
20 March 2025
Job Title: Service Delivery Manager - Service Configuration Management
Location: Asda Service Operations & Infrastructure Technology Directorate
Overview: As a key member of Asda's Service Operations & Infrastructure Technology Directorate, the Service Delivery Manager for Service Configuration Management is responsible for leading and driving the successful establishment, operation, and continuous improvement of the Service Configuration Management practice. Reporting directly to the Head of Function, this role focuses on driving business outcomes, delivering value, and ensuring operational excellence through collaboration with internal teams, strategic partners, and outsourced service providers.
The Service Delivery Manager will work closely with stakeholders across the organisation, including the ServiceNow platform team, Technology Operations function leads, and ITSM practice owners, to define and implement strategies and best practices for Configuration Management. This includes the growth and management of the CMDB (Configuration Management Database) to support the tech-wide transformation goals and ensure data integrity, performance, and compliance.
Key Responsibilities:
- Business Requirements Identification:
Engage with stakeholders to gather and define business requirements using methods such as interviews, workshops, and document analysis. Translate these requirements into actionable strategies that align with business objectives.
- Leadership and Direction:
Lead the Service Configuration Management team by providing clear direction and motivating the team to achieve business goals. Communicate action plans in the context of the broader organisation's mission and objectives.
- Policy and Procedure Development:
Contribute to the creation of policies, procedures, and guidelines specific to Configuration Management. Ensure these processes align with internal and external standards, including ITIL and ISO19770.
- Operational Excellence & Compliance:
Oversee the daily operations of the Service Configuration Management practice, ensuring high levels of service delivery and data integrity. Work closely with the strategic partner to define and enforce operational standards and reporting procedures.
- Organizational Capability Building:
Coach and mentor team members to develop their skills and expertise in Configuration Management. Encourage professional growth and foster a culture of continuous improvement.
- Supplier Management:
Collaborate with strategic partners and outsourced service providers, managing vendor relationships to ensure the delivery of high-quality services that meet organizational needs.
Skills and Experience:
- ITSM Expertise:
Proven experience in IT Service Management (ITSM), including advanced knowledge of Service Management methodology, processes, and tools, particularly using ServiceNow. Expertise in the design, implementation, and operation of the CMDB is essential.
- Policy and Regulation Knowledge:
Ability to work autonomously while applying expertise to ensure compliance with relevant policies, procedures, and regulations in the Configuration Management domain.
- Supplier & Vendor Management:
Strong experience in managing and guiding suppliers to deliver high-quality results. Ability to navigate complex relationships and deliver value through strategic partnerships.
- Adaptive Mindset:
Demonstrates an ability to quickly adjust strategies and mindsets in response to changing circumstances. Brings innovative thinking and flexibility to problem-solving in fast-paced environments.
- Collaboration & Leadership:
Strong ability to work within a matrix organization and lead cross-functional teams. Skilled in providing direction, resolving conflicts, and influencing stakeholders at all levels.
This role requires a strong strategic mindset combined with practical, hands-on experience in Configuration Management. The successful candidate will have a demonstrated ability to deliver impactful outcomes in a complex, dynamic environment while ensuring the continued success of the Service Configuration Management practice.
Work Where it Works
Our hybrid way of working gives you the choice to work where it works. This enables you to chose where you’ll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team.
You will also get an excellent benefits package including; -
• Discretionary company bonus
• £5,700 company car or car allowance
• Company pension up to 7% matched
• 15% colleague discount, free parking and many additional rewards.
We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves
