TECHNOLOGY MANAGER - SERVICE DESK, KNOWLEDGE & REPORTING
Salary Details:Competitive Salary & Excellent Benefits Package
Work Level:Work Level 4
Job Type:Full Time Permanent
Advertising End Date:13 Jun 2021
About The Role
An exciting modernisation and transformation journey is underway at Morrisons and our Technology teams are working together to improve how technology is used across our business as well as how we deliver it. We're expanding our Service Operations team and looking for an experienced Technology Manager to look after our Service Desk, Knowledge Management and Service Reporting.
You'll be responsible for:
The ownership of the first line operations for Technology and ensuring smooth and efficient processes to fulfil our customer needs.
The continuous improvement and automation of Service Desk processes to reduce wasted effort and drive business value.
The measurement of Service Desks including performance measures, customer experience measures and value measures.
Metric driven analysis, to drive business decisions and feed service improvement plans.
Driving and measuring the adoption, creation and consumption of knowledge (including end-user self help and support documentation).
Managing budget lines for partners and keeping within the finance processes.
You’ll ideally have the following skills and experience:
Previous experience managing a Service Desk within a large, fast paced organisation.
Experience in managing multiple third party suppliers, including performance management.
Experience in managing budgets and driving value through any spend.
Demonstrable experience managing and delivering a service improvement plan.
Passionate about continuous improvement and automation.
Performance and metric-driven.
Passionate about customer quality and customer satisfaction.
About The Company
Proud of our roots, Morrisons is a leading Yorkshire food retailer, serving 11 million customers across 500 stores a week. We’re also the UK’s second largest food manufacturer. Together, we make millions of products a year in our 18 manufacturing sites, allowing us to focus on what our customers want: good quality, fresh food and great value.
Our people make Morrisons. We’re passionate about recognising diverse talent and building careers for our people. We’re forward-thinking and stay one step ahead in an ever-evolving industry, giving us exposure to creative initiatives which improves the offering to our customers.
In return for looking after our customers, we look after our people with great perks, lots of career opportunities and the training and support everyone needs to be the best they can be.
We pride ourselves on being a diverse and inclusive business and are committed to making Morrisons a brilliant place to work, harbouring an environment where our people can thrive.
Treating all colleagues with respect and dignity is the Morrisons way - we celebrate individuality and love different perspectives. It’s what you bring to the table that matters.
New Ways of Working
The wellbeing of our colleagues is really important to us and we want everyone to have a great home and work life balance. Because of this we've introduced a four day working week for all full time colleagues based at our head office in Bradford.
You’ll be able to flex your working hours around the core hours of 10am-4pm, and can choose to do different hours each day as long as you’re covering these core hours. Each four day week will contain four average nine hour days.
To be more competitive and support our stores and sites more effectively, we now work over a six day operation, Monday to Saturday inclusive, and everyone in our head office now works one Saturday in every four (or 13 a year), albeit Saturday will be a shorter working day of 6 hours.
Your non-working day will need to fit in with the business needs so more information about this and which day you'd take off will be discussed at your interview.