Information Technology Service Delivery Manager

About the job

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment. Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and specialty threads.

With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide. Following the acquisition of Texon and Rhenoflex, new Coats Footwear now has a complete range of footwear components to meet your needs, from heel counters to toe puffs and everything in-between. Through our technologically diverse product portfolio, we can cater to both current and future trends, setting new standards in the process, turning customer ideas into a reality and accelerating sustainability.

Headquartered in the UK, Coats* connects talent, textiles, and technology to make a better and more sustainable world. For more info, visit our website:

Role Purpose:The IT Service Delivery Manager is primarily responsible for the effective management of incidents and service requests, ensuring seamless delivery and escalation throughout the support organization. This role assists IT Service Management & Operations Director to design the process flow for IT service and incident management, change management globally. This role involves continuous monitoring and steering of the executing organization to meet business-agreed SLAs for end-user support, incident management, service request management, change management, and continuous improvement, all in alignment with ITIL best practices.

Additionally, the IT Service Delivery Manager is the IT ticketing tools owner, responsible for overseeing the process flow design and reporting. This includes ensuring that the ticketing system is optimized for efficiency, accuracy, and compliance with organizational standards. Principal Accountabilities & Key Activities

·Service ManagementOversee delivery of 40 outsource partner resources to ensure they provide seamless delivery of Technology Support services to Coats employees, covering incidents and service requests. Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

Build relationships with key stakeholders within Coats technology & externally with IT Fully Managed Service Provider. Identify opportunities for improving services delivered by outsourcing partner, recommend alternatives to enhance benefits derived from services offered.

Ensure that the outsourcing partner has adequate tools, knowledge and processes to deliver quality support services – lead implementation of appropriate tools / process improvements. Establish guidelines for Critical Incident Management and ensure all are appropriately handled within agreed SLA's

Provide strategic direction for Incident Management, Problem Management and Ticket Management Lifecycle (Ageing Tickets Monitoring)Process Design and ImprovementDesign a systematic approach to improve the alignment and performance of a particular Digital and Technology process with organizational strategy and customer expectations. Review, interpret and enhance a system design or program to achieve optimal performance, operational cost, and flexibility for future change. Prepare and document process guidelines for both technology support teams and end user consumption.

Conduct process testing before implementation. Provide mentoring to internal support groups consisting of over 100 staff on process changes Prepare and deliver process trainings as required to all Coats end users (circa 6500 users) Performance Metrics and Continuous ImprovementReview KPIs and performance metrics to ensure they align with the organization's goals and objectives. Use KPIs to measure outsourcing partner performance and take corrective actions as needed.

Identify opportunities for improving services delivered by outsourcing partners and recommend enhancements. Report on delivery commitments to ensure solutions are implemented on time and as expected. Education, Qualifications and Experience8 years of IT Service Desk/Help Desk experience (5 years in a technical lead management role)Solid exposure in the following: Outsourcing, SLA Management, Vendor Management, Compliance, Risk Management, Business Continuity, Escalation Management and experience in Process DevelopmentExperience with managing under Service Level Agreement (SLA), Key Performance Indicators (KPI) and performance metrics for monitoring in-scope activities

Service Now experiences

Highly organized and confident decision-making skills

Excellent written and oral communication skills appropriate for various levels of senior to mid-level management

Strong interpersonal skills and flexibility; ability to build collaborative relationships to support multiple business and support groups

Experience of working across global time zones

Good analytical skills.ITIL v3 or v4 certifications

Service Now Certified Implementation Specialist (CIS)Strong manufacturing industry experience Experience with automated application provisioning tools Good Knowledge or certification on MSFT technologies. (O365, Windows Administration, Azure). Basis Networking and SAP knowledge

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.Apply now to be part of our dynamic team and help shape the future of textiles.