IT Service Delivery Manager

Bensons for Beds; Accrington; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary and benefits

Supportive environment

Development opportunities

Leadership programmes access

Life Assurance and pension

Flexible working arrangements

Other benefits

Job summary

Bensons for Beds is seeking an experienced IT Service Delivery Manager to lead end-to-end IT service delivery across stores, distribution centres, and offices. You will manage incidents, problems, changes, and improvements while building strong relationships with stakeholders and external partners.

You will lead a small team of Field Engineers, coordinate field activities, and ensure service performance meets SLAs. Hybrid or on-site work is possible with some travel required.

Qualifications

• Proven experience in IT service delivery, IT service management, or a similar technology operations role.
• Strong understanding of ITIL principles and service management processes.
• Experience managing incidents, problems, changes, service levels, and continual improvement activities.
• Proven experience leading and developing a small IT support team, including field-based engineers across multiple locations.
• Experience delivering IT services in a multi-site retail, logistics, manufacturing or distributed business environment.

Responsibilities

• Manage the end-to-end delivery of IT services in line with agreed SLAs and business requirements.
• Build strong relationships with internal stakeholders, users, suppliers, and technology service providers.
• Lead and develop a small team of IT Field Engineers providing on-site support across stores, distribution centres, manufacturing sites and offices.
• Plan and coordinate field engineering activities with appropriate coverage and prioritisation.
• Monitor service performance, availability, capacity and customer satisfaction, and drive improvements.

Skills

IT service delivery

ITIL

Incident & problem management

Team leadership

Multi-site retail experience

Stakeholder management

Supplier management

Analytical skills

Prioritisation & organisation

Service reporting & dashboards

Job description

We are seeking an experienced and service-focused IT Service Delivery Manager to lead the delivery, performance, and continual improvement of high-quality IT services. This is an exciting opportunity to work with stakeholders, technology teams, and external partners to ensure reliable, efficient, and customer-focused IT service delivery across the organisation.

Main Responsibilities for IT Service Delivery Manager Roles

• Manage the end-to-end delivery of IT services in line with agreed service level agreements and business requirements

• Build strong relationships with internal stakeholders, users, suppliers, and technology service providers

• Lead, manage and develop a small team of IT Field Engineers responsible for providing on-site support across stores, distribution centres, manufacturing sites and support offices.

• Plan and coordinate field engineering activities, ensuring appropriate coverage, prioritisation and responsiveness to business needs.

• Monitor service performance, availability, capacity, and customer satisfaction, taking action where improvements are required

• Lead the management of incidents, service requests, problems, and escalations to ensure timely resolution

• Coordinate major incident management activities and provide clear communication to stakeholders throughout the process

• Own service reporting, including key performance indicators, service level performance, risks, issues, and improvement actions

• Work with technical teams to identify root causes and deliver effective problem management and preventative measures

• Support change management and ensure that service impacts, risks, and readiness activities are properly assessed

• Manage third-party suppliers and support contract, performance, and service review meetings

• Develop and maintain service documentation, operating procedures, service catalogues, and support processes

• Lead continual service improvement initiatives to enhance user experience, operational efficiency, and service resilience

• Ensure IT services are delivered in accordance with relevant security, governance, compliance, and business continuity requirements

IT Service Delivery Manager Skills and Experience Required

• Proven experience in IT service delivery, IT service management, or a similar technology operations role

• Strong understanding of ITIL principles and service management processes

• Experience managing incidents, problems, changes, service levels, and continual improvement activities

• Proven experience leading and developing a small IT support team, including field-based engineers operating across multiple locations.

• Experience managing IT support services within a multi-site retail, logistics, manufacturing or distributed business environment.

• Excellent stakeholder management and communication skills, with the ability to work effectively with technical and non-technical audiences

• Experience managing suppliers, service providers, and technology partners

• Strong analytical and problem-solving skills, with the ability to use service data to drive improvements

• Organised and confident managing multiple priorities in a fast-paced environment

• Experience producing service reports, performance dashboards, and management information

• Ability to lead discussions, coordinate teams, and remain calm during major incidents or service disruption

• ITIL certification or equivalent service management experience is desirable

• Experience with IT service management tools and platforms is desirable

Key Benefits of Working in Our IT Service Management Team

• Competitive salary and benefits package

• Supportive and inclusive working environment

• Opportunities for professional development, training, and career progression

• Access to relevant technology, service management, and leadership development programmes

• Life Assurance and pension contributions

• Flexible and collaborative working arrangements, where applicable

• And other company benefits

Working Hours and Location

• Full-time position

• Working hours are generally Monday to Friday - 3 days per week on site

• Occasional out-of-hours support may be required for major incidents, planned changes, or service escalations

• Hybrid or office-based working arrangements may be available, depending on business requirements

• Some travel to company sites or supplier locations is required

We welcome applications from all backgrounds and experience levels.