IT Service Delivery Manager — Hybrid Work & Multisite Impact

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

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.