IT Service Delivery Manager (Retail)

TN United Kingdom; England; On-site; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Service Delivery Manager to lead and enhance retail IT services. This dynamic role requires a proactive approach to managing relationships with third-party IT partners while ensuring high-quality service delivery. You will be pivotal in incident resolution, service improvement, and strategic alignment with business goals. The position demands a blend of operational leadership and strategic insight, making it ideal for candidates passionate about driving IT excellence in a retail environment. Join a team that values diversity and encourages unique contributions to achieve success.

Qualifications

• Proven experience in IT service management and delivery.
• Strong customer service skills and ability to manage third-party relationships.

Responsibilities

• Act as the primary contact for Vets for Pets, ensuring high customer service.
• Manage relationships with 3rd party IT partners and oversee contracts.
• Support project activities and mitigate change delivery risks.

Skills

IT Service Management

Customer Service

Project Management

Incident Resolution

Stakeholder Management

Education

ITILv4 Certification

Job description

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IT Service Delivery Manager (Retail), Handforth

Client: Vets for Pets

Location: Handforth, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: ef68ea69fb84

Job Views: 10

Posted: 26.04.2025

Expiry Date: 10.06.2025

Job Description:

We are seeking a dynamic IT Retail Service Delivery Manager to be the primary point of contact for our Pets at Home Retail Technical Services. This role provides Service Management for Retail services delivered from IT Service Delivery, including managing relationships with 3rd party IT partners, overseeing contracts, renewals, Service Improvement Plans, and delivering the strategy for operational services supporting Retail colleagues.

The role involves working closely with the Retail Technology Business Partner, leading on Major Incident IT resolution, and being a key escalation point. It also includes governance of change management impacting Retail services and assessing technical project impacts on Retail colleagues’ roles.

This is an operational leadership role providing senior leadership, strategy, and direction for the Retail IT Service Desk support team, and working with other Service Delivery Managers to ensure operational services meet business needs.

Note: Due to the operational nature of this role, Handforth presence is typically 60% of the week, with regular travel to Retail stores across the UK.

Key Responsibilities

Service Relationship:

• Act as the primary contact for Vets for Pets, ensuring high customer service and cost-effective IT operations.
• Manage relationships with 3rd party IT partners, overseeing contracts and service reviews.
• Monitor and manage KPIs produced by the IT service and operations team.
• Collaborate with other IT Service Managers to drive Service Improvement Plans.
• Serve as a key point for incident resolution and continuous service improvement.
• Address service challenges with IT and business teams.
• Potential on-call duties as an escalation point.

Business Partnering:

• Support the Technology Business Partner in strategy, risk management, and relationship management.
• Embed within the Vets for Pets management team as a trusted technology advisor.
• Translate business strategies into IT requirements.
• Represent IT capacity to meet service expectations.

Project Delivery:

• Support project activities within delivery teams.
• Work with business analysis teams on project requests.
• Mitigate change delivery risks and oversee quality assurance.
• Guide change teams delivering for the business.

Qualifications include ITILv4 certification (preferred).

We value diversity and encourage all qualified candidates to apply, emphasizing that skills and experience can be complemented by unique contributions through values and behaviors.