IT Service Delivery Manager

TL;DR

IT Service Delivery Manager (ITSM): Leading the delivery of high-quality IT services and managing operational performance with an accent on continual service improvement and stakeholder relationship management. Focus on overseeing incident, problem, and change processes while driving vendor performance and operational resilience.

Location: Hybrid: Must be present at offices in Nuneaton or London for a minimum of two days per week

Company

One of Europe's leading health and wellness retailers, combining trusted expertise with a science-led approach to wellness.

What you will do

• Lead the delivery of IT services to ensure agreed service levels and operational performance are met.
• Manage the primary relationship between IT Operations and business stakeholders.
• Drive continual service improvement using data-driven insights.
• Oversee incident, problem, change, request, and transition processes to ensure system stability.
• Manage supplier and vendor performance, ensuring accountability for service quality.
• Identify operational risks and implement improvements to enhance resilience.

Requirements

• Professional experience in IT Service Management (ITSM) with strong knowledge of ITIL best practices.
• Background in Incident, Major Incident, or Service Delivery Management.
• Proven experience managing third-party suppliers and driving improvements.
• Strong stakeholder management skills with the ability to influence at all levels.
• Excellent analytical and problem-solving abilities.

Nice to have

• Experience with Jira, Confluence, DevOps, or Transition Management.
• ITIL Foundation certification.

Culture & Benefits

• 33 days' holiday, including bank holidays, plus a holiday purchase scheme.
• Comprehensive health support including 24/7 Virtual GP and private medical insurance.
• Wellbeing perks: annual health testing kit, Employee Assistance Programme, and Wellhub membership.
• Financial security: workplace pension with employer contribution and life assurance.
• Employee discounts: £50 product allowance and 25% store/online discount.
• Practical benefits: Cycle to Work scheme.