IT Service Delivery Manager

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

Job Title: IT Service Delivery Manager
Location: Central Services - Moreton-in-Marsh (with travel to spa and hotel properties)
Contract: Full-Time | £50,000 per annum
Estimated Start Date: 01 December 2026

Hiddenwell is looking for an experienced IT Service Delivery Manager to take ownership of the day-to-day IT service experience across our growing collection of luxury hotels and spas

This is a key role within our IT team, responsible for ensuring our people and properties receive a consistent, responsive and high-quality IT service

You'll act as the primary link between Hiddenwell and our Managed Service Provider (MSP), making sure incidents are resolved effectively, service levels are achieved and technology supports our teams in delivering an exceptional guest experience

It's also an opportunity to help shape how IT services develop as Hiddenwell grows improving our service model, strengthening reporting, driving continual improvement and ensuring new properties and technologies transition smoothly into day-to-day operation

Key Responsibilities

• Taking ownership of IT service delivery across our hotels, spas, offices and other locations
• Managing the day-to-day relationship with our 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 use 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 overall 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 the 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 successfully into BAU support
• Supporting effective IT asset and lifecycle management across the estate
• Ensuring day-to-day IT service processes support our cybersecurity and compliance requirements
• Building excellent relationships with operational teams and property leadership, turning their technology challenges into practical service improvements
• Helping create a customer-focused, "right first time" culture across IT

What We're Looking For

You’ll have proven experience within IT Service Delivery, IT Service Management or a similar IT operations role, ideally supporting a multi-site organisation

You’ll also bring:

• Experience managing an outsourced Managed Service Provider (MSP)
• Excellent knowledge of SLAs, KPIs, service reviews and supplier performance management
• Working knowledge of ITIL-aligned service management processes
• Experience managing major incidents and coordinating effective post-incident reviews
• Excellent stakeholder management and communication skills
• An excellent customer-service mindset and focus on delivering practical solutions
• The confidence to challenge suppliers and poor service performance when required
• The ability to build effective relationships with both technical and non-technical stakeholders
• Flexibility to travel to Hiddenwell properties as required

Even Better If You Have

• ITIL Foundation or a higher ITIL qualification
• Experience supporting new property openings, acquisitions or major technology deployments
• Experience using IT service-management or asset-management platforms and reporting dashboardsCommercial experience managing MSP contracts, costs and service charges
• Experience within hospitality, hotels, leisure or another multi-site customer-focused environment
• Familiarity with hotel technology such as PMS, POS, guest Wi‑Fi, telephony and payment systems

What Success Looks Like

You’ll help us deliver an IT service our teams can depend on

That means strong SLA and KPI performance, fewer recurring incidents, faster and better‑managed major incident resolution, improving customer satisfaction and ensuring our new properties and technology deployments are operationally ready from day one

Additional Information:

• Working 40 hours per week
• Working 5 days out of 7
• Salary: £50,000 per annum
• Hold a UK Driving Licence and access to own car (travel required)
• Hold the relevant Right to Work in the UK, not requiring future sponsorship

Why Join Us

• Complimentary Spa Day on work anniversaries at any of our company spas
• Coffee, tea and snacks from our kitchen
• Complimentary use of leisure and spa facilities
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across our venues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environment with loads of development opportunities

People say you can’t choose your family, well we choose you to be part of ours.