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Deliveroo // restaurant food delivery
London    Posted: Friday, August 27, 2021
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About the Role:

The Deliveroo Enterprise Technology team conceives, designs, builds & sustains the business services powering Deliveroos internal teams globally, as we transform the way customers eat. We continually drive service improvements & love to automate everything we can on our journey towards  customer delight. 

Deliveroo Service Management aspires to create a collaborative working partnership between Enterprise Technology, enabling functions & its user base. The success of this partnership is continually reviewed against a number of different metrics across SLAs, KPIs & business perception.

As a Service Manager at Deliveroo you will be responsible, with others in the team, for the successful implementation, ongoing management & continual improvement of ITIL 4 processes. The main objective of the ITSM team is to improve the maturity of service delivery within Enterprise Technology & as such you will also be expected to provide hands-on coaching, mentoring, training & support to the various teams within the organisation that deliver service, many of whom are new to the principles of service management.

What You'll Be Doing:

  • Support the strategic planning of the ITSM function with a longer term view to establish ESM
  • Define, create & implement prioritised ITIL 4 practices which are fit for purpose at Deliveroo 
  • Actively manage the practices & continually improve them
  • Be an ambassador for Service Management across ET & the wider Deliveroo business. Providing Service Management advice, guidance & support when necessary. 
  • Establish lasting relationships with Enterprise Technology customers & enabling functions
  • Define, implement & analyse metrics to measure the success of the implemented practices & drive continual improvement activities
  • Work closely with ET customers to assess their technology, experience, & security needs
  • Regularly meet ET customers to understand business perception & assess customer satisfaction


  • Deep understanding of ITIL 4 approach, principles & practices
  • ITIL 4 certification
  • 5 years of experience in an ITIL based role(s)
  • Experience working across organisational boundaries on a local & global basis
  • Excellent communication skills in English (spoken & written)
  • Effective communication with all levels of staff from junior to senior management
  • Effective internal & external stakeholder management skills
  • Broad understanding of business technologies & business considerations
  • Good working knowledge of an ITSM tool (e.g. ServiceNow).

Were also interested in

  • Experience of influence & partnership, both with & without direct authority over people
  • Experience of one or more of ServiceNow, Zendesk, Jira
  • Experience in creating insightful dashboards
  • Exposure to Agile, DevOps, SDLC, & SRE ways of working
  • Industry recognised advocate of Service Management & Agile ways of working
  • Advanced ITIL certifications (v3 Expert / 4 Managing Professional).
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