Your new role

An excellent opportunity has arrived for a talented IT Service Delivery Manager to join our family and become part of something special. Sofology is an innovative, fast growing, retail business with a passion for technology driving the business forward on all platforms and media channels.

The IT Service Delivery Manager will oversee a number of key functions within the Technology department that enable the delivery of a high quality service to our Sofologists and our customers, and to ensure Service Support and Service Delivery processes are in place to meet Sofology’s needs. 

This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and help drive the Technology team to achieve those expectations to a high standard.

A day in the life of...

Service Management

• Maintain high performing service support functions including IT Service Desk and Desktop Support.

• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

• As owner of the escalation process the Service Delivery Manager will take ownership of
  major incidents to ensuring coordination of resolving parties, effective communication to
  stakeholders and post incident review.

• Monitor, control and support service delivery; ensuring systems, methodologies and
  procedures are in place and followed.

• Be accountable for the quality of Service and performance; ensuring future demand from
  growth and projects is understood and factored into capacity plans for all associated
  Systems.

• Drive internal and third party service review meetings covering performance, service
  improvements, quality and processes.

Technical

• Lead the Desktop Management team to continually improve the desktop computing environment.

• Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security.

• Ensure that patching and anti-virus updates are carried out promptly and effectively.

Pay and Perks

• A great basic salary 

• 33 Days holiday + Length of service

• Your birthday off

• Pawternity Leave, Grandparent Leave, Volunteering day Leave

• Professional Qualifications

• Learning & Development, Next generation programme 

• 30% discount across the group & 15% for friends & family

• High street Discounts with 100’s of great brands 

• Contributory Healthcare

• Pension

• Your Lawyer

• Employee Assistance Programme for all colleagues & your household 

• Enhanced Maternity & Paternity Pay

• Discuss flexible working & part time opportunities

A little about Sofology

We think choosing a new role and choosing a new sofa have a lot in common. Your old one feels comfy, you’re used to it, and you know exactly where you fit. But a new job - or a new sofa - holds so much potential. Pick the right one and you’ll never look back. You want to feel comfortable, but with enough going on to keep you right on the edge of your seat. Our team is always growing, and we’re constantly shuffling up on the sofa to make room for the newest member of the Sofology family. 

Founded over 30 years ago, we’re true sofa specialists. So much more than just a piece of furniture, we know that a sofa is the one thing that truly turns our customer’s houses into homes.There’s a lot at stake when it comes to guiding our customers to make the right choice for them - that’s why our customer journey is unique in the sofa market. That means no ‘ends next Sunday sales.

Sofology