Service Delivery Manager

Specsavers; Fareham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading optical and hearing care company in Fareham is seeking a Service Delivery Manager to ensure IT services align with business needs and deliver operational excellence. The ideal candidate will have a strong background in IT service delivery and experience in stakeholder management. Responsibilities include monitoring service performance and advocating for operational improvements. Join us to help deliver exceptional service and make a real difference.

Qualifications

• Strong background in IT service delivery, ideally customer-facing.
• Solid understanding of IT service management frameworks such as ITIL.
• Ability to manage priorities and resolve conflicts.

Responsibilities

• Act as primary contact for Value Stream, ensuring IT services meet needs.
• Monitor service performance and identify opportunities for improvement.
• Shape future of service delivery through strategic planning.

Skills

IT service delivery

Communication skills

Stakeholder management

Analytical thinking

Collaboration

Tools

ITIL

Job description

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At Specsavers, we're on a mission to change lives through better sight and hearing. We do this by delivering outstanding value, being loved by every customer, and creating a workplace where colleagues are proud to belong. As we continue to grow, we're looking for a Service Delivery Manager to join our dynamic Service Delivery team and help us bring this vision to life.

The Service Delivery team is the heartbeat of operational excellence-representing IT Operations within our Value Streams. As a Service Delivery Manager, you'll be the key liaison between IT Operations and a specific Value Stream, ensuring that services are aligned with business goals, supporting critical periods, and driving continuous improvement. You'll be the expert in how the Value Stream consumes operational services, ensuring IT understands key business periods and future plans, and that these are reflected in our service strategy.

In this role, you'll act as the primary point of contact for your Value Stream, building strong relationships and ensuring IT services meet their evolving needs. You'll monitor service performance, analyse metrics, and identify opportunities for improvement, working closely with IT Operations to implement changes that enhance quality and efficiency. You'll represent the voice of the customer, advocate for necessary changes, and ensure planned business changes are effectively supported. Your ability to anticipate and plan for new products, capabilities, or tooling will be key to ensuring operational readiness. Through regular communication and strategic planning, you'll ensure alignment, trust, and forward visibility of demand across the organisation.

You'll bring with you a strong background in IT service delivery, ideally in a customer-facing role, and a solid understanding of IT service management frameworks such as ITIL. Your communication and stakeholder management skills will be second to none, and you'll be a natural leader who thrives on collaboration and influence. You'll be comfortable managing priorities, resolving conflicts, and driving initiatives to completion, including working with third-party partners to deliver the right outcomes for Specsavers. Analytical and strategic, you'll be ready to shape the future of service delivery.

If you're passionate about aligning technology with business value and want to be part of a team that truly makes a difference-apply now and help us deliver exceptional service at Specsavers.