IT Service Delivery Manager; Retail

IT Service Delivery Manager – Retail & Fashion (Central London)

Responsible for delivering a world‑class IT service to retail clients, planning and designing service delivery processes, monitoring progress, resolving issues, and initiating actions as required. Works closely with IT Managers, focuses on client relationships, and supports a fast‑paced, high‑pressure environment.

• Plan, design, and monitor service delivery processes to high standards.
• Resolve incidents and problems in a timely manner.
• Proactively identify and address service delivery issues and risks.
• Collaborate closely with IT Managers to manage stakeholder relationships and expectations.
• Maintain understanding of retail sector operations and retail systems (warehouseing, EPOS, store, merchandising).

• Experience in client‑facing service delivery, particularly within retail.
• Strong communication, engagement, and stakeholder‑management skills.
• Analytical thinking and forward‑thinking approach.
• Knowledge of retail supply chain and retail systems.
• Leadership experience and ability to influence without direct authority.
• Understanding of ITIL and incident/problem management frameworks.

• Engaging and motivating communication
• Excellent stakeholder and effective leadership management
• Expert analytical skills
• Supply‑chain knowledge
• Client‑facing experience with retail and IT solution clients

• Salary up to £55,000 per annum
• Attractive benefits package
• Convenient location in Central London, within reach of public transport

Candidates from all ages and backgrounds will be considered.

Ascent People is acting as an Employment Agency in respect of this role.

Bryn Evans
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