IT & IS Service Delivery Manager

Are You Ready to Make It Happen at Mondelēz International/Ernest Jackson & Co Ltd? Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours. Ernest Jackson & Co Ltd (EJ) is a pharmaceutical (medicated confectionery) and vitamin/mineral supplement (VMS) subsidiary of Mondelez International, based in Crediton, Devon. EJ's vision is to "Make Healthcare Easier" by developing, manufacturing and marketing products that help consumers more easily understand and consume the healthcare products they need when and where they need them. As well as being the home of several well-loved brands such as Bassetts Vitamins and Potter’s Cough Pastilles, EJ also support UK and international customers in developing their private label, premium and niche brands. EJ is regulated by the Medicines and Healthcare products Regulatory Agency (MHRA). How you will contribute IT Strategy & Consultancy Enable departments to make informed technology decisions — through direct advice, or by connecting them with the right MDLZ teams and channels. Build and maintain strong stakeholder relationships with senior MDLZ personnel and the teams responsible for the elements of MDLZ IT infrastructure and systems in order to ensure a high quality of service to EJ. Conduct an annual review of EJ's IS provision, including a SWOT analysis of the current technology landscape. Develop and maintain a rolling IS roadmap covering risks, opportunities, resource requirements and priorities. Use the roadmap to communicate IT direction and investment needs to the wider business. Support departments in the continuous improvement of their processes through digital transformation, especially with regards to the utilisation of Microsoft Business Central (BC365) functionality. Maintain an overview of guidance and principles issued by the Validation department with regards to Computer Systems Validation and MHRA requirements, ensuring IT & IS service delivery activities align where applicable -        Maintain an overview of developments within the Automated Engineering department, particularly with regards to any future OT/IT convergence, and understand the potential implications for IT & IS service delivery   Systems & Application Ownership Administer EJ-specific systems and applications as defined in the IS Landscape document (e.g. ERP licence and role assignment). Provide first-line triage for system issues before escalating to the relevant vendor. Manage EJ-owned servers (currently two), ensuring performance, patching and anti-virus compliance. Lead the transition away from locally owned physical servers. Maintain the IS Landscape document detailing support agreements, version numbers and other ways of working for EJ-specific applications and systems not supported by MDLZ. Promote business ownership of IT solutions within departments, ensuring system business processes and data accountability sits with the appropriate business owners rather than centralising in IT. undefined Incident & Service Management Drive rapid resolution of systems and infrastructure issues by coordinating across MDLZ teams and vendors, minimising business disruption. Develop and maintain reporting on IT related KPIs, SLAs and customer feedback, including the logging of all issues and incorporation of MDLZ data.   Budget & Vendor Management Forecast and monitor an IT budget of c.£0.2m, primarily consisting of consumables and support contracts. Manage procurement services (vendor selection and management, SLAs, POs, invoices, cost management, GRNs) for consumables and cross-departmental IT services (e.g., ERP system, telephony).   Business Continuity & Governance Design, document and test a disaster recovery and business continuity solution for EJ. Ensure onsite file server access is monitored and audited regularly, with effective management of disk space, folder structure and ownership. Chair a monthly IS governance process reviewing future IS