IT & IS Service Delivery Manager

Overview

In this role, you will shape IT direction for EJ by partnering with departments and MDLZ teams to enable informed technology decisions. You will build strong relationships with senior stakeholders and maintain an IS roadmap that guides investment and priorities. You will drive digital transformation initiatives, focusing on Microsoft Business Central functionality and IT governance aligned with MHRA requirements. You will lead IT service delivery, risk management, and continuity planning to support EJ’s healthcare-focused products and private-label initiatives.

Responsibilities

• Advise departments on technology decisions and connect them with MDLZ teams
• Maintain stakeholder relationships with senior MDLZ personnel to ensure IT service quality for EJ
• Conduct annual review of EJ’s IS provision including SWOT analysis of technology landscape
• Develop and maintain a rolling IS roadmap covering risks, opportunities, resources and priorities
• Support digital transformation initiatives, particularly leveraging Microsoft Business Central (BC365)
• Monitor and align IT activities with MHRA Computer Systems Validation and related requirements
• Oversee OT/IT convergence considerations and their impact on IT & IS service delivery
• Administer EJ-specific systems and applications as defined in the IS Landscape document
• Provide first-line triage for system issues and escalate to vendors as needed
• Manage EJ-owned servers, ensure performance, patching and antivirus compliance
• Promote business ownership of IT solutions to avoid centralization in IT
• Drive rapid incident resolution through cross-team coordination
• Develop and maintain KPIs, SLAs, and stakeholder reporting on IT performance
• Forecast and manage IT budget (~0.2m) including procurement and vendor management
• Design and test disaster recovery and business continuity solutions
• Chair monthly IS governance meetings and coordinate ERP release reviews
• Provide cost-effective mobile telephony, manage AV equipment, and ensure MDLZ IT policies are known and followed
• Ensure knowledge management and coverage for holidays and critical staffing

Key requirements

• Infrastructure technology expertise and vendor relationship management
• Experience working with internal and external teams, with leadership when needed
• Supplier relationship and contract management
• Strong customer service and written/verbal communication skills

• Stakeholder management
• Cross-functional collaboration
• Problem solving
• IT infrastructure management
• Microsoft Business Central (BC365) functionality
• ERP systems and licence/role management

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