Service Delivery Manager (Maternity Cover)
Westfield State University
London, London, UK
17d ago


Unibail-Rodamco-Westfield is the premier global developer and operator of flagship shopping destinations. With a portfolio valued at €62 Bn including retail, offices and convention & exhibition venues, the Group owns and operates 102 shopping centres, of which 56 are flagships in the most dynamic cities in Europe and the United States.

Our centres welcome 1.2 billion visits per year. Present in 2 continents and in 13 countries, Unibail-Rodamco-Westfield provides a unique platform for retailers and brand events, and offers an exceptional and constantly renewed experience for customers.

We are imaginative and bold, always pushing the boundaries to achieve results. Our culture embraces creativity, diversity and progression, nurturing everyone we work with to reach the top of their profession.

We now have an opening for a Service Delivery Manager to join our IT team in London. The key focus of this role is to define, manage and support the Service Portfolio across the lifecycle of development, service availability and retirement.

In this role, you will be responsible for

  • Service Definition for the Services Required by the Westfield Europe business (Designing the Service Catalog)
  • Service Design for IT services offered by Westfield IT and 3rd parties
  • Service Procurement for the IT services not offered by Westfield IT
  • Define service level agreements (SLA’S) related to contracted services
  • Ensure SLA’s are measured and achieved and client expectations are met (or exceeded)
  • Identify and lead service improvement and cost reduction / efficiency initiatives
  • Assist with the planning & budgeting for in-scope contracts and services
  • Monitor and manage expenditure within agreed budget
  • Build service relationships with internal customers and internal / external service providers
  • Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery, with particular regard to regulatory compliance
  • Provide reports to an agreed schedule (or on request), including management summary and detailed performance reports
  • Manage the IT external contracts, ensuring that they are accurate and fit for purpose
  • Facilitate supplier and customer service review meetings.
  • Escalate service issues internally and with external providers to ensure customer satisfaction is maintained.
  • Coordinate external technical resources for infrastructure and support related change and project activity.
  • Support IT projects and Initiatives to meet the agreed business goals in compliance with relevant methodologies and quality standards, including :
  • Coordinate the provision of external resources from existing partners.
  • Assess the impact of the project on external contracts and BAU activities and make the appropriate changes to contracts and SLAs.
  • Manage a formal Acceptance Into Service across the IT teams and 3rd parties to confirm we’re in a position to support the Service Catalog
  • Approve changes to the service delivery model, contracts or SLAs.
  • Manage the internal communication with the business including service performance, FAQs, process information and necessary forms.
  • Manage high priority incidents, conduct lessons learned and implement remediation plans.
  • Deliver a high level of Customer Service through a positive Customer focused attitude
  • Provide the Westfield interface into the ITIL Service disciplines delivered by IT Suppliers, covering Incident, Problem and Change Management.
  • Act as an Account Manager for the business into IT
  • Manage asset and software management activities
  • We’re looking for someone with

  • Strong background in IT service delivery, preferably in an ITIL environment
  • Experience of working in an IT Service management capacity or related IT role
  • Demonstrable experience of managing suppliers in outsourcing contracts
  • Strong commercial awareness and skills
  • Several years’ experience of managing an IT service desk / operations team
  • Our values

    We believe our success is created through the core values that flow through our business Achieves, Collaborates, Innovates and Build Community.

  • These are personified through the following characteristics in our people;
  • Driving forward actions with pace and encouragement of creative solutions - you have a hunger for delivering results.
  • An open and transparent communication style with the ability to listen, influence and challenge appropriately.
  • The cultivation of close working relationships with peers and teams to drive win-win outcomes.
  • A fresh & unrestrictive view on current ways of doing things to stimulate innovation and new approaches.
  • Embracing change by fostering state-of-the-art knowledge and technology trends to sustain Westfield’s competitive edge.
  • The desire and ability to question the status quo and build compelling cases for change while still working effectively within a team.
  • Being dedicated, motivated and passionate about our people and our company.
  • Unibail-Rodamco-Westfield is committed to attracting, developing and retaining the very best people from the widest talent pool and those who reflect the diverse nature of our society.

    We do this by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded.

    We believe that diversity plays an important part in the success of our business and we are committed to creating an environment which respects, values, celebrates and makes the most of people’s individual differences.

    We are happy to consider applications from candidates with full time, part time or flexible working requirements, so please ask us for more details.

    Please apply now if this is ticking your boxes!

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