Service Delivery Manager

HotSchedules; Macclesfield; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality management solutions provider in the UK is seeking a Service Delivery Manager to ensure the successful delivery of high-quality services. This role requires over 5 years of experience in service delivery management, strong expertise in IT Service Management, and excellent leadership skills. The successful candidate will manage service delivery processes, oversee high-priority issues, and engage with various teams to meet business objectives. This position also comes with attractive benefits including flexible working hours and wellness activities.

Benefits

25 holidays plus additional with service

Flexible working hours

Wellness activity allowances

Healthcare expense claim tools

Pension and life insurance options

Cycle to work scheme

Qualifications

• 5+ years in service delivery management experience.
• Proven ability to manage multiple projects within scope and budget.
• Strong technical knowledge of ITIL best practices.
• Excellent leadership and communication skills.

Responsibilities

• Accountable for high-quality service delivery to customers.
• Manage delivery of Technology services to meet agreed SLAs.
• Oversee resolution lifecycle for high priority defects.
• Act as primary contact for escalations regarding service delivery.

Skills

Service delivery management

IT Service Management (ITSM)

Agile/Lean delivery

Cloud environments

Performance metrics analysis

Leadership

Tools

PRINCE2

PMP

Job description

Our Story

In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE. Interested in joining our smart, fun, and talented team?

Position Overview

The Service Delivery Manager is a senior operational and service role accountable for ensuring the successful delivery of high-quality end-to-end services to customers. This role encompasses deep operational with technical acumen, hands-on service management, responsible for service quality, reliability, and continuous improvement across the Technology teams. With key focus on service outcomes, operational excellence, and stakeholder alignment, the Service Delivery Manager plays a key role in delivering service effectiveness in alignment with business objectives.

Primary Responsibilities

• Accountable for high-quality end-to-end service delivery to customers. Aligns service outputs with business goals, SLAs, and industry standards. Manages the delivery of Technology services to meet agreed SLAs and performance targets.
• Implements and oversees robust and scalable Technology processes such as Incident, Problem, Change, Release, Defect, Service design, and Transition.
• Oversee the resolution lifecyle for high priority defects impacting customers by actively engaging with the Support and Customer-facing teams.
• Acts as the primary contact point for escalations regarding service delivery issues. Coordinates with cross-functional teams (e.g., Product, Engineering, Cloud Operations, Support, Customer Success) to ensure any priority escalations are identified and owned. Articulates risks and progress clearly to stakeholders and drives issue resolution plans.
• Leads the design, planning, and execution of multiple inter-department service delivery projects within scope, time, and budget.
• Supports audits and compliance requirements such as SOC related to Technology service management Ensures all service deliverables meet quality, security, compliance standards.
• Drives the adoption of ITIL best practices across the Technology organization. Drives continual improvement initiatives through the adoption of AI tooling.
• Owns the overall Service KPI, metrics, and reporting to Senior Leadership.

Preferred Experience and/or Qualifications

• 5+ years in service delivery management. Experience with a Software as a Service (SaaS) delivery model. Experience in Agile/DevOps environments.
• Expertise Strong technical knowledge and deep understanding of IT Service Management (ITSM) frameworks and ITIL best practices. Demonstrable experience in managing incidents, problems, changes, and releases. Experience with Cloud, Colo, and Hybrid environments.
• Experience in performance metrics analysis and reporting.
• Excellent leadership and communication skills, with the ability to interact professionally with a diverse group of stakeholders, managers, and subject matter experts.
• Proven ability to manage multiple projects, ensuring they are delivered on time, within scope, and on budget. Skilled in Agile/Lean delivery. Project management skills (PRINCE2, PMP is a plus).
• Familiarity with compliance standards such as SOC2. Knowledge of ISO/IEC 20000 or other IT/Technology service management standards.
• Assertive, excellent communication, analytical, problem-solver, and decision-making skills. Skilled in conflict resolution and influence.

Benefits

🏖 Holidays. We all need to rest so you get 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays!

⌚️ Flexible working! Use our flexible working hours and hybrid working environments to manage it.

🧘♀️ Wellness activities and a lot of pampering included. On top of that, you can add gym subscription discounts.

💻 Laptop and equipment.

🏥 Healthcare expense claim tools!

📔 Like in life, at work we also want you to grow with certifications.

🎉 Annual meet ups!

👥 Enhanced parenting scheme!

🚲 Cycle to work scheme and season ticket loan provided.

🏦 Pension and life insurance? Several, for you to choose what looks convenient.

💷 On demand pay tools for you to be able to access salary even before the end of the month!

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Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.