Service Delivery Manager

Lakeland; Windermere; On-site; GBP 100,000 - 125,000; Full time

Job summary

A prominent retail company is seeking an IT Service Delivery Manager to lead IT support services. The role involves ensuring system availability, managing a dedicated team, and enhancing service delivery. Candidates should have leadership experience, a strong IT background, and excellent communication skills. This position provides a rewarding work environment with competitive benefits.

Benefits

Competitive salary

29 days’ paid holiday

Group personal pension plan

Generous product discounts

Qualifications

• Proven experience leading an IT Service Desk or similar operational IT function.
• Successful track record managing and resolving critical IT incidents.
• Strong understanding of IT systems, infrastructure, and reporting tools.

Responsibilities

• Lead and deliver high-quality IT support across the business.
• Ensure systems availability and enhance performance.
• Manage the IT Service Desk team and drive performance improvements.

Skills

Leadership

Problem-solving

Communication

Analytical thinking

Team development

Job description

We’re looking for a highly capable and motivated IT Service Delivery Manager to lead and deliver high-quality IT support and reporting services across all areas of our business.

In this key leadership role, you'll be responsible for ensuring systems are consistently available, performance is monitored and improved, and that our Service Desk and Data teams are operating efficiently, effectively, and in line with agreed SLAs. You'll be instrumental in ensuring our IT services support business continuity and enable our colleagues to provide the outstanding service our customers expect.

You’ll manage both the IT Service Desk team and in-house Data Specialists, drive performance improvements, and build a proactive service culture focused on delivery, collaboration, and customer satisfaction.

About You

You’re a confident, hands-on IT leader with a proven ability to manage teams, handle critical incidents, and build strong relationships across the business. You’re calm under pressure, clear in communication, and committed to delivering real value through excellent IT service and support.

You’ll enjoy problem-solving, thrive on managing multiple priorities, and be passionate about how IT enables operational success. As a natural leader, you’ll inspire and develop your team, while also being willing to roll up your sleeves when required.

Experience

We’re looking for someone with:

• Proven experience leading an IT Service Desk or similar operational IT function
• A successful track record managing and resolving critical IT incidents
• Experience working with internal data and reporting teams
• Strong understanding of IT systems, infrastructure, and reporting tools
• Previous responsibility for managing SLAs and supplier relationships
• People management experience, including team development and performance management
• Familiarity with IT security practices and access control principles
• Service Desk qualifications (desirable) or demonstrable experience managing a service desk environment

Capabilities

Excellent communication skills – able to explain technical concepts in plain language

Strong analytical thinking and problem-solving ability

Clear prioritisation skills under pressure and in fast-paced environments

Ability to lead and develop high-performing teams

Highly organised, with attention to detail and a customer-first mindset

Commercial awareness and a collaborative, business-focused approach

Willingness to support an on-call rota and lead incident resolution when required

About Lakeland

There are many benefits to being part of the Lakeland team. Other than being part of a huge and happy working family, our colleagues are rewarded with a competitive salary and a group personal pension plan.

There are 29 days’ paid holiday (including bank holidays) and generous discounts on our products. We offer a great retail environment, and the chance to be part of a team who like to work and socialise together.