IT Service Delivery Manager

Hollybank Trustees Ltd; Thirsk; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working (3 days in office)

Annual bonus 10%

Enhanced pension & life assurance

Bring your dog to work

Healthcare cashback plan

Job summary

INSPIRED Pet Nutrition is seeking an IT Service Delivery Manager to lead a UK and France-based IT team. You will drive proactive, high-quality support, unify service processes, and oversee a unified service desk across multiple sites.

You will manage incidents, develop a self-service portal, and coordinate with vendors while ensuring GDPR and security standards. This is a hands-on leadership role with travel across UK and Europe.

Qualifications

• Hands-on IT service delivery management with team leadership.
• Solid technical skills across Windows, Microsoft 365, networking and infra.
• Experience supporting ERP or MES in business-critical environments.
• Track record of setting up or improving a service desk with tooling and self-service.
• Good understanding of ITIL or similar service management framework.
• Experience leading teams across multiple locations or countries.

Responsibilities

• Lead and unify UK and France service desks with shared processes and SLAs.
• Provide hands-on technical support for end-user, system, and infra issues.
• Migrate service desk tools to a single platform and build a self-service portal.
• Own day-to-day IT support for desktops, apps, infrastructure, and network.
• Identify trends, reduce ticket volumes, drive root-cause fixes.
• Coach and develop UK/France teams to foster collaboration across sites.
• Create and maintain knowledge base and support docs.
• Oversee onboarding for new staff with system training.
• Manage third-party vendors and escalations per SLAs.
• Coordinate major incident responses and post-incident RCAs.
• Produce routine service reports to drive improvement.
• Oversee procurement of end-user IT equipment and software within budget.

Skills

IT service delivery

Team leadership

Windows

Microsoft 365

Networking

ERP

MES

ITIL

Vendor management

Data-driven decisions

Tools

ERP

MES

Job description

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 paths
• Give hands-on technical support at every level, from end-user issues to complex system and infrastructure problems
• Move our current service desk tools onto a single platform and build a self-service portal
• Own day-to-day IT support for desktops, laptops, business applications (ERP, MES), infrastructure and network. This includes triaging, escalating and resolving tickets
• Spot recurring issues, look at trends and lead root cause fixes to cut ticket volumes
• Lead, coach and develop the UK and France support teams, and build a collaborative culture across sites
• Build and maintain a knowledge base and support documentation
• Own IT onboarding for new starters, including induction and training on core systems
• Manage third-party providers and vendor escalations against their SLAs
• Work on major incidents: troubleshoot, coordinate the response, keep stakeholders updated and make sure a full root cause analysis is completed
• Produce regular service reports and use the data to improve the service
• Manage 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 leadership
• Solid technical skills across Windows, Microsoft 365, networking and infrastructure
• Experience supporting business-critical applications such as ERP or MES
• A track record of setting up or improving a service desk, including choosing tools, designing processes or launching a self-service portal
• A good understanding of ITIL or a similar service management framework
• Experience leading teams across more than one location or country
• Clear, confident communication with users, senior leaders and external partners
• Comfortable using data and trends to improve the service
• Experience managing vendors and SLAs
• A good understanding of IT security and data protection (e.g. GDPR)
• A proactive, resourceful approach to solving problems

At 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

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.

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 recruitment@ inspiredpetnutrition.com