Global IT Service Delivery Manager – Hybrid

Inspired Pet Nutrition Ltd; Thirsk; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Annual bonus 10%

Enhanced pension & life cover

Pets & people benefits

Healthcare cashback

Pet food discounts

Retail & gym discounts

Electric car scheme & parking

Onsite canteen & drinks

Job summary

INSPIRED Pet Nutrition is seeking an experienced IT Service Delivery Manager to unite UK and French support teams and deliver proactive IT services. The role combines hands-on technical leadership with strong people management in a multi-site environment.

You will establish a single service desk, centralize tooling, build a self-service portal, and oversee incidents, changes, and continuous service improvements across desks, networks, ERP/MES, and end-user devices.

Qualifications

• Hands-on IT service delivery leadership with proven team management.
• Strong experience across Windows, Microsoft 365, networking and infrastructure.
• Experience supporting business-critical applications (ERP/MES).
• Proven ability to set up or improve a service desk and implement self-service portal.
• Solid understanding of ITIL or similar service management framework.
• Experience leading teams across multiple locations or countries.
• Excellent communication with users, senior leaders and partners.
• Data-driven approach to improve IT service using trends.

Responsibilities

• Set up and lead one service desk across the UK and France, with shared processes, SLAs and escalation paths
• Give hands-on technical support at every level, from end-user issues to complex system and infrastructure problems
• Move service desk tools onto a single platform and build a self-service portal
• Own day-to-day IT support for desktops, laptops, business applications (ERP, MES), infrastructure and network; triaging and resolving tickets
• Spot recurring issues, lead root cause fixes to cut ticket volumes
• Lead, coach and develop the UK and France support teams, and build a collaborative culture across sites
• Build and maintain a knowledge base and support documentation
• Own IT onboarding for new starters, including induction and training on core systems
• Manage third-party providers and vendor escalations against their SLAs
• Work on major incidents: troubleshoot, coordinate the response, root cause analysis
• Produce regular service reports and use data to improve the service
• Manage purchasing of end-user IT equipment and software within budget

Skills

IT service delivery management

Windows

Microsoft 365

Networking & infrastructure

ITIL

Team leadership

Data analytics

Vendor management

GDPR / data protection

Service desk optimization

Job description

INSPIRED Pet Nutrition is seeking an experienced IT Service Delivery Manager to unite UK and French support teams and deliver proactive IT services. The role combines hands-on technical leadership with strong people management in a multi-site environment.

You will establish a single service desk, centralize tooling, build a self-service portal, and oversee incidents, changes, and continuous service improvements across desks, networks, ERP/MES, and end-user devices.