IT Service Delivery Manager

INSPIRED pet nutrition; Thirsk; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Annual bonus 10%

Enhanced pension

Life assurance

Maternity/paternity leave

Healthcare cashback

Discounts and perks

Onsite parking

Canteen

Job summary

INSPIRED Pet Nutrition is hiring an IT Service Delivery Manager based at our Thirsk Head Office with travel to UK and European offices. You will lead a team of up to 5 IT Support Engineers, unify two support teams into one service desk, and move tooling onto a single platform.

The role is hands-on, combining technical skills with leadership, and focuses on delivering proactive IT support across the UK and France, building processes, prioritizing SLAs, and driving continuous improvements while

Qualifications

• Hands-on IT service delivery leadership.
• Strong Windows, Microsoft 365, networking and infrastructure skills.
• Experience with ERP or MES applications.
• Proven service desk setup or improvement.
• Knowledge of ITIL or similar framework.
• Experience leading multi-site teams.
• Strong communication with stakeholders.
• Data-driven service improvements.

Responsibilities

• Set up and lead one service desk UK/France with shared processes and SLAs.
• Provide hands-on technical support at all levels.
• Consolidate service desk tools onto a single platform.
• Own day-to-day IT support for desktops, apps, infrastructure.
• Lead incidents, root cause analysis, and post-incident reviews.
• Coach UK/France teams and build collaborative culture.
• Manage vendors and third-party escalations.
• Produce regular service reports and drive improvements.

Skills

Leadership

Windows

Microsoft 365

Networking

ITIL

Data analysis

Vendor management

ERP/MES

Cross-location leadership

Communication

Job description

IT Service Delivery Manager“We’re recruiting for a IT Service Delivery Manager based in our Head office in Thirsk - North Yorkshire. With travel across our other UK and European offices leading a team of up to 5 IT Support Engineers. This is an exciting opportunity for an experienced, hands-on IT service leader. It's perfect for someone passionate about delivering proactive, high-quality IT support and bringing teams together under one way of working.You'll be responsible for leading and delivering IT service across the UK and France. You'll bring our two support teams together into one service desk, move our tooling onto a single platform, build a self-service portal and keep improving the service. This is a hands-on role. You'll work on issues alongside your team and set the standard for how we support colleagues across INSPIRED.

Responsibilities

Set up and lead one service desk across the UK and France, with shared processes, SLAs and escalation pathsGive hands-on technical support at every level, from end-user issues to complex system and infrastructure problemsMove our current service desk tools onto a single platform and build a self-service portalOwn day-to-day IT support for desktops, laptops, business applications (ERP, MES), infrastructure and network. This includes triaging, escalating and resolving ticketsSpot recurring issues, look at trends and lead root cause fixes to cut ticket volumesLead, coach and develop the UK and France support teams, and build a collaborative culture across sitesBuild and maintain a knowledge base and support documentationOwn IT onboarding for new starters, including induction and training on core systemsManage third-party providers and vendor escalations against their SLAsWork on major incidents: troubleshoot, coordinate the response, keep stakeholders updated and make sure a full root cause analysis is completedProduce regular service reports and use the data to improve the serviceManage purchasing of end-user IT equipment and software within budget

About you

Experience in IT service delivery management that combines hands-on technical skill with team leadershipSolid technical skills across Windows, Microsoft 365, networking and infrastructureExperience supporting business-critical applications such as ERP or MESA track record of setting up or improving a service desk, including choosing tools, designing processes or launching a self-service portalA good understanding of ITIL or a similar service management frameworkExperience leading teams across more than one location or countryClear, confident communication with users, senior leaders and external partnersComfortable using data and trends to improve the serviceExperience managing vendors and SLAsA good understanding of IT security and data protection (e.g. GDPR)A proactive, resourceful approach to solving problemsAt INSPIRED, we want to inspire colleagues to join, stay, develop, and achieve, creating an inclusive and sustainable business fit for growth. One of the enablers of achieving this, is to offer competitive pay and benefits to all colleagues. Our Total Reward Benefits include:

• Hybrid and flexible working (3 days office)
• Annual bonus related to personal and company performance of 10%
• Enhanced pension, life assurance, and enhanced maternity, paternity, sick pay, and holiday buy options
• People and Pets First benefits, including paw-reavement and paw-ternity leave and bring your dog to work
• Healthcare cashback plan and Hertility at-home fertility testing
• Heavily discounted pet food and lifestyle benefits (Netflix, Spotify, or breakdown cover)
• Retail and gym discounts, electric car scheme, and free onsite parking and electric car charging
• Onsite canteen, free hot drinks, and modern facilities

See all our INSPIRED benefits here

Equality, Diversity & Inclusion

INSPIRED Pet Nutrition is committed to building an inclusive workplace that reflects the diversity of the colleagues and communities we serve. We believe everyone should feel valued, respected and able to be themselves at work. We welcome applications from people of all backgrounds and do not discriminate on the basis of age, disability, gender identity or expression, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex or sexual orientation. We make hiring decisions based on talent, potential and the experience you bring.

We are also committed to providing reasonable adjustments throughout the recruitment process and in the workplace, ensuring equitable access and opportunity for all. If you need any adjustments or support to take part in our recruitment process, please let us know by emailing [e-mail]#INDHP

About us

INSPIRED Pet Nutrition is an innovative, well-established, and award-winning pet food manufacturer employing over 1,200 colleagues across the UK and Europe. Our family of brands includes Harringtons, Wagg, Barking Heads & Meowing Heads, AATU, Blink, Butcher's, Classic, Pro-Nutrition, and Ultra Premium Direct, along with a number of partner brands that trust us to produce food on their behalf. Our kitchens in Thirsk, Kinmel, and Crick produce a wide range of dry, wet, and baked foods enjoyed by dogs and cats all over the world. Our ambition is simple: to become a global leader in pet nutrition. Our Purpose: To create happiness We’re on a mission to set a new standard of workplace happiness within the pet nutrition industry—one that looks like no other and feels like no other. Our culture is built on INSPIRED’s unique behaviours and colleague experience, creating an environment that excites, empowers, and puts people and pets at the heart of everything we do.