Service Delivery Manager

Great People Work Here

BizTX: Co-Creating WOW Through Digital Innovation

It's an exciting time to be part of BizTX at Twinings Ovaltine. At the heart of this iconic brand, we're on a mission to drive exponential growth and productivity through cutting-edge technology to transform the business globally.

We're not here to simply provide IT services. We're technology leaders and strategic partners, co-creating innovative solutions that help the business run, grow, and transform. Everything we do is guided by our commitment to 'WOW' our consumers, customers and colleagues. WOW experiences, WOW solutions, and WOW impact.

Our people think differently. We have an exponential mindset that helps us push boundaries and shape what's next. The future at Twinings Ovaltine is full of possibility and we'd love you to be a part of it.

The purpose of this role is to act as the primary conduit between User Services and Businesses. Service Manager will work closely with the Head of User Services and Business IT teams to ensure the Quality of Operational Services being delivered by Business Users.

• As a Service Manager, you will be accountable for all Services delivered to our ABF Businesses.
• You will provide leadership and management of the virtual team, ensuring Services, are aligned and focussed on the right business outcomes, under a BTS Strategy plan.
• Focus on adding value through the development of services in addition to existing services through regular analysis of customer satisfaction and performance data.
• Be the voice of the Businesses within the BTS Division and represent BTS within ABF Businesses.
• Own the relationship between User Services and ABF Businesses globally - becoming the main point of contact for the business teams for general BTS operational queries
• Establish and maintain a strong, collaborative relationship with the Business IT teams that supports the delivery of BTS Services.
• Measure and monitor service performance, including SLA measures.
• Monitor all key performance indicators, including customer satisfaction and perceptions of service, and take action to prevent and address under-performance in addition to owning and delivering on any Service Improvement Plans.
• Develop internal networks with, and be an effective virtual team-member of, key internal departments.
• Engage with the BTS Product managers to fully grasp the current service model and future capabilities that can support the ABF Business goals. Be able articulate these within the Business IT teams to build engagement and support
• Collaborate and coordinate with Business Partners when working on topics that impact multiple BUs
• Deputise for Head of User Services as needed
• Provide Operational Support / Holiday Cover for other Service Managers.
• Participate in the Duty Manager On Call rota.
• Contribute to and develop Service Management Strategy and Roadmap.

• Experience of working in a Service Management environment either with global house IT Teams or as part of a Managed Service Provider.
• Knowledge of working with ITSM toolset to support customer experience initiatives.
• Energy, drive and commitment to deliver
• Experience of looking after a multidimensional IT / Business agenda of various day-to-day IT matters
• Effective leadership skills, able to inspire, motivate and coach people and delegate effectively
• Significant experience of defining, executing and delivering operational transformational service strategies, resulting in operational excellence and best in class services
• Used to acting on own initiative and assuming responsibility for projects or issues
• Able to manage concurrent initiatives and conflicting demands
• Effective collaborator with ability to collaboratively deliver results
• Effective communication and presentation skills in a variety of formats to different stakeholder seniority levels and audience types
• Experience of preparing and presenting business cases
• Demonstrated capability in leading cross-functional teams without formal authority
• Some technical knowledge of Servicenow, Automation, Microsoft Platforms (Aure, Power Platform etc), Server, Storage, Backup, Virtualisation and Cloud technologies
• Experience of working in a global multi geographical and multi-cultural user base.
• Experience in presenting to and developing relationships with Senior Business Stakeholders.

• Annual check-up for employee and spouse including Doctor consultation - reimbursement up to INR 15,000.
• Medical Insurance 5 lakhs Flat Coverage.
• PF and Gratuity.
• Long Service Policy.
• Life Term Policy,
• Monthly Broadband Bill Reimbursement - Rs.2000 or on actual whichever is lower.
• Access to LinkedIn Learning
• Access to ABF Networking, connect, collaborate, and grow across the ABF Group.

Twinings has become one of the world's most renowned tea companies over its 300-year history because we never stop learning, never stop experimenting and never stop inventing. We take pride in our tea from bud to cup and have been working with some of our tea estates around the world since the early 18th Century.

More than 300 years later, the love of tea is still here - and so are we We still sell tea from Thomas's shop, and we still work hard to bring the most innovative new blends to tea lovers around the world. Now, we have over 500 varieties and our teas are cherished all over the world. Our expert master blenders taste more than 3,000 cups of tea every week. So you can be sure the next cup you taste will be every bit as good as the one yesterday or the day before.

Our approach to Diversity, Equity & Inclusion

At TwiningsOvo, we believe in the power of diversity to drive innovation and meaningful work. We are committed to building a workplace where people from all backgrounds, identities, and experiences feel safe, valued, have a sense of belonging and are empowered to thrive. Inclusion is more than a goal, it's how we work together every day. As an equal opportunity employer, we prohibit any unlawful discrimination against an applicant on the basis of their ethnicity, colour, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, neurodiversity, age, socioeconomic background or any other status protected by law and are committed to promoting diversity across our workplace.

Applicants may be entitled to reasonable adjustments under the terms of the Equality Act. A reasonable adjustment is a change in the way things are typically done which will ensure an equal employment opportunity.

Please inform our Talent Acquisition or HR Shared Services team if you need any assistance completing your application or to otherwise participate in the application process.