IT Service Delivery Manager

We are seeking an experienced and service-focused IT Service Delivery Manager to lead the delivery, performance, and continual improvement of high-quality IT services. This is an exciting opportunity to work with stakeholders, technology teams, and external partners to ensure reliable, efficient, and customer-focused IT service delivery across the organisation.

• Manage the end-to-end delivery of IT services in line with agreed service level agreements and business requirements

• Build strong relationships with internal stakeholders, users, suppliers, and technology service providers

• Lead, manage and develop a small team of IT Field Engineers responsible for providing on-site support across stores, distribution centres, manufacturing sites and support offices.

• Plan and coordinate field engineering activities, ensuring appropriate coverage, prioritisation and responsiveness to business needs.

• Monitor service performance, availability, capacity, and customer satisfaction, taking action where improvements are required

• Lead the management of incidents, service requests, problems, and escalations to ensure timely resolution

• Coordinate major incident management activities and provide clear communication to stakeholders throughout the process

• Own service reporting, including key performance indicators, service level performance, risks, issues, and improvement actions

• Work with technical teams to identify root causes and deliver effective problem management and preventative measures

• Support change management and ensure that service impacts, risks, and readiness activities are properly assessed

• Manage third-party suppliers and support contract, performance, and service review meetings

• Develop and maintain service documentation, operating procedures, service catalogues, and support processes

• Lead continual service improvement initiatives to enhance user experience, operational efficiency, and service resilience

• Ensure IT services are delivered in accordance with relevant security, governance, compliance, and business continuity requirements

• Proven experience in IT service delivery, IT service management, or a similar technology operations role

• Strong understanding of ITIL principles and service management processes

• Experience managing incidents, problems, changes, service levels, and continual improvement activities

• Proven experience leading and developing a small IT support team, including field-based engineers operating across multiple locations.

• Experience managing IT support services within a multi-site retail, logistics, manufacturing or distributed business environment.

• Excellent stakeholder management and communication skills, with the ability to work effectively with technical and non-technical audiences

• Experience managing suppliers, service providers, and technology partners

• Strong analytical and problem-solving skills, with the ability to use service data to drive improvements

• Organised and confident managing multiple priorities in a fast-paced environment

• Experience producing service reports, performance dashboards, and management information

• Ability to lead discussions, coordinate teams, and remain calm during major incidents or service disruption

• ITIL certification or equivalent service management experience is desirable

• Experience with IT service management tools and platforms is desirable

• Competitive salary and benefits package

• Supportive and inclusive working environment

• Opportunities for professional development, training, and career progression

• Access to relevant technology, service management, and leadership development programmes

• Life Assurance and pension contributions

• Flexible and collaborative working arrangements, where applicable

• And other company benefits

• Full-time position

• Working hours are generally Monday to Friday - 3 days per week on site

• Occasional out-of-hours support may be required for major incidents, planned changes, or service escalations

• Hybrid or office-based working arrangements may be available, depending on business requirements

• Some travel to company sites or supplier locations is required

We welcome applications from all backgrounds and experience levels.