Service Relationship Manager

Job Locations UK-Southampton
Entity
Group Technology
ID
2025-104845
Category
IT Services
Type
Full Time
Contract
Permanent
Hours Per Week
37.5

Overview

We’re Kingfisher, A team made up of over 76,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in. 

 

At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. 

 

We are open to flexible and agile working, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & Yeovil. Talk to us about how we can best support you!   

Our team of Service Relationship Managers act as the single points of IT service accountability for our operating companies (banners) and Kingfisher’s own group business functions, each managing teams of Service Delivery Managers to deliver IT services. We are looking for a new Service Relationship Manager to join the team, to take accountability for partnering with and supporting B&Q specifically. 

Due to the nature of the role and the banner it supports, this position will be based at our Southampton office, with an expectation of 2-3 days a week in the office. 

What's the job?

  • Accountable at a senior level to both Kingfisher and B&Q for the achievement of IT service measures, ensuring agreed business outcomes are achieved. 
  • Accountable for ensuring IT services are defined, agreed, measured, have a lifecycle roadmap, and are continuously improved. 
  • Ensure the smooth introduction of new IT services to banners and functions.  
  • Accountable for the development and enhancement of relationships between IT Services and the business stakeholders. 
  • Ownership of budget, including producing forecasts and long-term plans. 
  • Proactively review processes, services and operations to identify improvement opportunities. 
  • Establish strong relationships with senior business stakeholders up to Board level, as well as with IT delivery team leaders and external partners to drive IT service performance and cost. 

What you'll bring

  • Experience leading IT senior relationship development. 
  • Experience managing a senior team to deliver highly performant IT services. 
  • Experience of Service Delivery Management in a multi-supplier outsourced environment, through an appropriate set of agreed service levels and a suitable service monitoring and reporting framework. 
  • Proven record of accomplishment of continuous service improvement and operational performance through proactive identification of service-related issues and the timely resolution of such issues. 
  • Experience of working within large-scale, multinational business with significant outsourced IT operations. 
  • Demonstrable skills and certification in best practices or methodologies such as ITIL, Six Sigma, ITO20000. 

 

Be Customer Focusedconstantly improving our customers’ experience 

  • I listen to my customers 
  • I use available data to help make decisions 

 

Be Human – acting with humanity and care 

  • I do the right thing 
  • I am respectful 

 

Be Curious – thrive on learning, thinking beyond the obvious 

  • I build and share new ideas 
  • I try new things and share my learnings 

 

Be Agile – working with trust, pace and agility  

  • I have courage to be creative 
  • Done is better than perfect, I aim for 80/20 

 

Be Inclusive – acting inclusively in diverse teams to work together 

  • I embrace allyship 
  • I have self-awareness and a desire to learn 

 

Be Accountable – championing the plan to deliver results and growth  

  • I own my actions 
  • I understand the Kingfisher plan and how it relates to my role 

 

 

At Kingfisher, we value the perspectives that any new team members bring, and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements. 

 

In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here!  

 

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. 

 

Interested? Great, apply now and help us to Power the Possible. 

 

 

#LI-KO1 

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