Service Delivery Manager - Service Configuration ManagementTechnology

On-site presence:

This role requires on-site presence for at least three days per week. We’re really looking forward to having you around!

As a key member of Asda's Service Operations & Infrastructure Technology Directorate, the Service Delivery Manager for Service Configuration Management is responsible for leading and driving the successful establishment, operation, and continuous improvement of the Service Configuration Management practice. Reporting directly to the Head of Function, this role focuses on driving business outcomes, delivering value, and ensuring operational excellence through collaboration with internal teams, strategic partners, and outsourced service providers.

The Service Delivery Manager will work closely with stakeholders across the organisation, including the ServiceNow platform team, Technology Operations function leads, and ITSM practice owners, to define and implement strategies and best practices for Configuration Management. This includes the growth and management of the CMDB (Configuration Management Database) to support the tech-wide transformation goals and ensure data integrity, performance, and compliance.

What You'll Love

• Business Requirements Identification:

Engage with stakeholders to gather and define business requirements using methods such as interviews, workshops, and document analysis. Translate these requirements into actionable strategies that align with business objectives.

• Leadership and Direction:

  Lead the Service Configuration Management team by providing clear direction and motivating the team to achieve business goals. Communicate action plans in the context of the broader organisation's mission and objectives.

• Policy and Procedure Development:

  Contribute to the creation of policies, procedures, and guidelines specific to Configuration Management. Ensure these processes align with internal and external standards, including ITIL and ISO19770.

• Operational Excellence & Compliance:

  Oversee the daily operations of the Service Configuration Management practice, ensuring high levels of service delivery and data integrity. Work closely with the strategic partner to define and enforce operational standards and reporting procedures.

• Organizational Capability Building:

  Coach and mentor team members to develop their skills and expertise in Configuration Management. Encourage professional growth and foster a culture of continuous improvement.

• Supplier Management:

  Collaborate with strategic partners and outsourced service providers, managing vendor relationships to ensure the delivery of high-quality services that meet organizational needs.

What You'll Need

• ITSM Expertise:

Proven experience in IT Service Management (ITSM), including advanced knowledge of Service Management methodology, processes, and tools, particularly using ServiceNow. Expertise in the design, implementation, and operation of the CMDB is essential.

• Policy and Regulation Knowledge:

  Ability to work autonomously while applying expertise to ensure compliance with relevant policies, procedures, and regulations in the Configuration Management domain.

• Supplier & Vendor Management:

  Strong experience in managing and guiding suppliers to deliver high-quality results. Ability to navigate complex relationships and deliver value through strategic partnerships.

• Adaptive Mindset:

  Demonstrates an ability to quickly adjust strategies and mindsets in response to changing circumstances. Brings innovative thinking and flexibility to problem-solving in fast-paced environments.

• Collaboration & Leadership:

  Strong ability to work within a matrix organization and lead cross-functional teams. Skilled in providing direction, resolving conflicts, and influencing stakeholders at all levels.

This role requires a strong strategic mindset combined with practical, hands-on experience in Configuration Management. The successful candidate will have a demonstrated ability to deliver impactful outcomes in a complex, dynamic environment while ensuring the continued success of the Service Configuration Management practice.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus
• Company pension up to 7% matched
• Company Car allowance of £5,700
• 15% colleague discount in store and online
• Free access to wellbeing services such as Wagestream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves"