Service Delivery Manager

Specsavers; Whiteley; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading optical retailer in Whiteley is seeking a Service Delivery Manager to enhance the alignment between IT Operations and business needs. The role focuses on relationship building, service performance monitoring, and advocating for customer requirements. Ideal candidates will have a strong background in IT service delivery and excellent communication skills. Join us to make a difference in delivering exceptional service.

Qualifications

• Strong background in IT service delivery, ideally in a customer-facing role.
• Solid understanding of IT service management frameworks such as ITIL.
• Excellent communication and stakeholder management skills.

Responsibilities

• Act as the primary liaison between IT Operations and a specific Value Stream.
• Monitor service performance and identify opportunities for improvement.
• Represent the voice of the customer and advocate for necessary changes.

Skills

IT service delivery

Stakeholder management

Communication

Analytical skills

Job description

Overview

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.

Responsibilities

• Act as the primary liaison between IT Operations and a specific Value Stream, ensuring services are aligned with business goals, supporting critical periods, and driving continuous improvement.
• 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.
• Act as the primary point of contact for your Value Stream, building strong relationships and ensuring IT services meet evolving needs.
• Monitor service performance, analyse metrics, and identify opportunities for improvement, working closely with IT Operations to implement changes that enhance quality and efficiency.
• Represent the voice of the customer, advocate for necessary changes, and ensure planned business changes are effectively supported.
• Anticipate and plan for new products, capabilities, or tooling to ensure operational readiness.
• Through regular communication and strategic planning, ensure alignment, trust, and forward visibility of demand across the organisation.

Qualifications

• Strong background in IT service delivery, ideally in a customer-facing role.
• Solid understanding of IT service management frameworks such as ITIL.
• Excellent communication and stakeholder management skills; a natural leader who thrives on collaboration and influence.
• Comfortable managing priorities, resolving conflicts, and driving initiatives to completion, including working with third-party partners to deliver the right outcomes.
• Analytical and strategic, 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.