Hotels and Restaurants - Service Delivery Manager

Whitbread PLC; Dunstable; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Healthcare

Pension 10%

Discounts

Annual bonus

Job summary

Whitbread seeks a Service Delivery Manager (Product) within its Technology & Data team to own the health, stability and performance of critical product services in a supplier-led environment. You will coordinate incident recovery, manage suppliers against SLAs and drive service design and readiness for changes.

Strong ITIL knowledge, stakeholder management and a proven track record in service performance improvements are essential for success in this role.

Qualifications

• Strong experience managing operational technology services in a complex supplier-led environment.
• Proven track record in supplier management and service performance monitoring.
• Knowledge of service lifecycle management and ITIL principles.
• Experience using incident, problem and change data to improve service performance.
• Excellent stakeholder management and communication skills.

Responsibilities

• Own end-to-end service health, stability and performance of assigned product services.
• Coordinate recovery activities and resolve incidents quickly.
• Manage supplier performance against SLAs and drive improvements in quality and value.
• Lead service design, transition and operational readiness for new/enhanced services.
• Use performance data to identify risks and support strategic decisions.

Skills

Operational technology services

Supplier management

ITIL

Stakeholder communication

Job description

At Whitbread, we're looking for a Service Delivery Manager (Product) to join our Technology & Data team and play a key role in ensuring our product services remain stable, resilient and fit for the future. In this role, you'll own the operational performance of a portfolio of business-critical services, working closely with suppliers, stakeholders and technology teams to deliver excellent service outcomes and continuous improvement.

Why You’ll Love It Here

• Healthcare: Family BUPA healthcare
• 10% matched pension
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
• Annual Incentive of up to 20% Bonus

Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/

What you’ll be doing:

You'll take ownership of the end-to-end service health, stability and performance of assigned product services, ensuring they meet business needs and service criticality requirements. Acting as the primary escalation point for service issues, you'll coordinate recovery activities, provide clear stakeholder communication and drive swift resolution of incidents.

You'll manage supplier performance against agreed service levels, challenge performance where required and identify opportunities to improve service quality, efficiency and value. You'll also play a leading role in service design, transition and operational readiness, ensuring new and enhanced services are fully supportable before launch. Throughout, you'll use service insights and performance data to identify risks, drive continuous improvement and support strategic decision-making.

What you’ll need:

• Strong experience managing operational technology services within a complex supplier-led environment.
• Proven track record of supplier management, service performance monitoring and service improvement.
• Knowledge of service lifecycle management, operational readiness and IT service management principles (ITIL).
• Experience using incident, problem and change management data to improve service performance.
• Excellent stakeholder management and communication skills, with the ability to influence at all levels.

Be part of our Technology Team at Whitbread

Through collaboration, passion and hiring the smartest minds, our Technology team builds products and services that are used by 38,000 of us at Whitbread and millions of guests. Everything from an eCommerce website that handles £2 billion in transactions per year, applications that are scalable across our 1,200 hotel and restaurants, devices that enable our teams and guests to have a seamless experience, all whilst keeping data secure. Together we’re building the hotel of the future