IT Application Service Leader - Supply Chain

Date: 15-Mar-2023

Location: Solihull, GB, B90 4NA

Company: Britvic



At Britvic we’re on a journey to become the most dynamic soft drinks company. As one of the UK’s leading players in the FMCG market we pride ourselves on setting high standards, being courageous and pushing ourselves to think outside the bottle.


We offer consumers a range of family favourite and global premium brands such as Robinsons, Tango, J20, R Whites & London Essence. We exist to help people enjoy life’s everyday moments.


About the Role:

This is a high-profile business facing role leading the delivery of day-to-day IT Application services across the operations (supply chain) and associated functions, partners and services.


You will be responsible for partnering with all levels of the supply chain and international teams to ensure that there is the maximum availability of IT service supporting business processes, that are delivered effectively and efficiently. 


Provide structured and co-ordinated incident resolution with pro-active leadership and stakeholder management. 


Have active participation in projects inception to understand deliverables and their potential impact on future support and service models whilst providing seamless transition of projects into BAU support model


You will provide leadership and co-ordination of third-party support and delivery partners whilst striving for tram continuous improvement. Whilst working closely with equivalent Business Solutions Manager, Solutions Architects and Business Analyst roles to ensure that “Run” and “Change” elements of IT are joined up and working in harmony 


Give structured governance across all services underpinned by ITIL methodology including:

  1. Change management activity & actions 
  2. Service reporting service reviews
  3. Root cause analysis of major incidents
  4. Service improvement plans 
  5. SLA Management & development
  6. Accountable for Business Continuity of IT Services 


This role will have Out of hours for incident management as part of a Manager on call rota. 


Key Responsibilities:

  1. Ensure accountability by the third-party partner(s) for end-to-end delivery of operations applications and services. Govern quality service is consistently delivered to agreed targets, whilst driving service improvements (CSI) and cost efficiencies. 
  2. Ensure that the services delivered meet both the current and the future needs of the business.
  3. Provision of Service Management Activities, to include.
    • Co-ordination of all Major Problems and Incidents through to resolution during normal working hours to ensure that Service is restored, and root cause(s) are identified. 
    • To provide hierarchical escalation for Incident Management out of hours on a weekly rota. 
    • Co-ordination through the Change Management Process of all major outages relating to Services owned, mitigating risk and ensuring maximum availability of Service.
    • Incident and Problem analysis to drive Service or Performance improvements.
    • Identification and documentation of all Services within the individual’s remit
    • Dealing with day-to-day Incident Management escalations 
    • Business Continuity of Services
  4. Delivery of effective Service Reporting to enable/provide/support.
    • Business Reporting
    • Management Information
    • Operational Management
    • Analysis and Trending
    • Continual Service Improvement
  5. Introduction of new or changed Services. 
    • Consulting at design stage to ensure support model is appropriate
    • Ratification of all SLA’s and underpinning contracts prior to Service introduction, ensuring they are achievable and meet business policies
    • On-going review of performance against Service targets and Service Levels
  6. Ensure customer satisfaction with services delivered for the commercial function and report any issues/concerns from the business to the Head of Application Support.
  7. Managing through third party / Outsource providers for key deliverables specific to owned Services including the providers’ knowledge management capability underpinning Service provision
  8. Line management responsibility for Service Analyst. 


Knowledge, Skills & Experience Required:

  1. Proven and extensive experience in Service Management
  2. Experience of working in an outsourced environment, managing suppliers to deliver IT services critical to business operations
  3. Strong Analytical Skills
  4. Planning/Organising Skills
  5. Excellent Communication skills, to communicate effectively with both IT Technical Experts and business users in order to resolve any conflicts between the two.
  6. Strong Stakeholder management with ability to influence senior stakeholders
  7. Ability to work to exceptionally tight deadlines
  8. Demonstrate the ability to understand how IT services are key to specific key business processes. 
  9. Line management and mentorship of junior team members.
  10. Contract management of suppliers
  11. Understanding of Cyber security and associated business risks


We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive