IT Service Delivery Lead, Multi-site Hospitality

Hiddenwell - Head Office; Moreton-in-Marsh; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Complimentary Spa Day on work annivers

Complimentary use of leisure and spa

30% discount on overnight stays andSpa

Pension scheme

Free Parking

Refer-a-Friend scheme

Employee Assistance Program

Job summary

Hiddenwell - Head Office seeks an experienced IT Service Delivery Manager to own day-to-day IT service across our luxury hotels and spas, based in Central Services - Moreton-in-Marsh, with travel to properties.

Lead MSP relationships, oversee incidents, SLAs and reporting, and drive continual service improvements to ensure a reliable IT environment for staff and guests. This role shapes how IT services grow with the business and supports expansion into new properties.

Qualifications

• Proven experience in IT service delivery for multi-site organisations.
• Experience managing outsourced MSP relationships.
• Strong knowledge of SLAs, KPIs and service reviews.
• Experience handling major incidents and post-incident reviews.
• Excellent stakeholder management and communication.
• Willingness to travel to Hiddenwell properties.

Responsibilities

• Taking ownership of IT service delivery across hotels, spas, offices and other locations.
• Managing the day-to-day relationship with MSP, including regular service reviews, SLAs, KPIs and escalations.
• Ensuring IT incidents, service requests and problems are effectively managed through to resolution.
• Leading the coordination of major IT incidents, bringing together internal teams, our MSP and third-party suppliers.
• Carrying out post-incident reviews and using lessons learned to reduce recurring issues.
• Developing clear service dashboards and providing meaningful performance reporting to senior stakeholders.
• Using service data and trends to identify opportunities to improve reliability, efficiency and the user experience.
• Developing and embedding ITIL-aligned service management processes, including incident, request, problem, change and major incident management.
• Championing automation, self-service and AI-enabled tools where they can improve quality and efficiency of IT support.
• Working closely with our IT Expansion Projects Manager & Tech Lead to ensure new properties and technology deployments are ready to transition into BAU support.
• Supporting effective IT asset and lifecycle management across the estate.
• Ensuring day-to-day IT service processes support cybersecurity and compliance requirements.
• Building excellent relationships with operational teams and property leadership, turning technology challenges into practical service improvements.
• Helping create a customer-focused, "right first time" culture across IT.

Skills

ITIL knowledge

MSP management

SLA management

Incident management

Stakeholder management

Customer focus

Vendor management

Travel flexibility

Communication skills

Job description

Hiddenwell - Head Office seeks an experienced IT Service Delivery Manager to own day-to-day IT service across our luxury hotels and spas, based in Central Services - Moreton-in-Marsh, with travel to properties.

Lead MSP relationships, oversee incidents, SLAs and reporting, and drive continual service improvements to ensure a reliable IT environment for staff and guests. This role shapes how IT services grow with the business and supports expansion into new properties.