Service Delivery Manager - Hotels & Restaurants

Whitbread PLC; Dunstable; Hybride; GBP 54 000 - 66 000; Plein temps

Avantages offerts par ce poste

Family BUPA healthcare

Pension 10% match

Discounts on Premier Inn & Restaurant

Annual bonus up to 20%

Résumé du poste

Whitbread PLC is seeking a Service Delivery Manager (Product) to join its Technology & Data team in a hybrid role based in Dunstable. You will own the end-to-end health and performance of critical product services, coordinating incident recovery, and driving improvements with suppliers and internal teams.

The role emphasizes service design, transition, and readiness for large-scale transformations in F&B, with a strong focus on stakeholder communication and data-driven decision-making.

Qualifications

• Proven experience owning service elements of large-scale transformations from design through live operation.
• Deep experience with Food & Beverage transformation in hospitality or multi-site retail.
• Strong experience managing operational technology services in a supplier-led environment.
• Proven track record in supplier management and service performance improvement.
• Knowledge of service lifecycle management, operational readiness and ITIL principles.
• Experience using incident, problem and change data to improve service performance.
• Excellent stakeholder management and communication skills at all levels.

Responsabilités

• Own end-to-end service health, stability and performance of assigned product services.
• Coordinate recovery activities and ensure swift incident resolution.
• Manage supplier performance against SLAs and drive improvements in quality and value.
• Lead service design, transition and operational readiness for large transformations across F&B estates.

Connaissances

Service transformation

F&B transformation

Ops tech services

Supplier management

ITIL principles

Change data analysis

Stakeholder communication

Description du poste

At Whitbread, we're looking for a Service Delivery Manager (Product) to join our Technology & Data team and play a key role in ensuring our product services remain stable, resilient and fit for the future. In this role, you'll own the operational performance of a portfolio of business-critical services, working closely with suppliers, stakeholders and technology teams to deliver excellent service outcomes and continuous improvement. We're particularly keen to hear from people who have owned the service elements of large-scale, complex transformation programmes, ideally with deep experience of Food & Beverage (F&B) transformation.

Role: Service Delivery Manager

Contract Type: Full time, Permanent

Location: Whitbread Court, Dunstable (Hybrid, 3 days per week

Salary: Up to £60,000pa

Why You'll Love It Here

• Healthcare: Family BUPA healthcare
• 10% matched pension
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand
• Annual Incentive of up to 20% Bonus

Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/

What you’ll be doing

You’ll take ownership of the end-to-end service health, stability and performance of assigned product services, ensuring they meet business needs and service criticality requirements. Acting as the primary escalation point for service issues, you’ll coordinate recovery activities, provide clear stakeholder communication and drive swift resolution of incidents.

You’ll manage supplier performance against agreed service levels, challenge performance where required and identify opportunities to improve service quality, efficiency and value.

You’ll also play a leading role in service design, transition and operational readiness, owning the service elements of large-scale, complex transformation, including across our F&B estate, to make sure new and enhanced services are fully supportable before launch and land smoothly into live operation.

Throughout, you’ll use service insights and performance data to identify risks, drive continuous improvement and support strategic decision-making.

What you’ll need

• Proven experience owning the service elements of large-scale, complex transformation programmes, from service design and transition through to stable live operation.
• Deep experience of Food & Beverage (F&B) transformation, ideally within hospitality, restaurants or multi-site retail.
• Strong experience managing operational technology services within a complex supplier-led environment.
• Proven track record of supplier management, service performance monitoring and service improvement.
• Knowledge of service lifecycle management, operational readiness and IT service management principles (ITIL).
• Experience using incident, problem and change management data to improve service performance.
• Excellent stakeholder management and communication skills, with the ability to influence at all levels.

Be part of our Technology Team at Whitbread

Through collaboration, passion and hiring the smartest minds, our Technology team builds products and services that are used by 38,000 of us at Whitbread and millions of guests. Everything from an eCommerce website that handles £2 billion in transactions per year, applications that are scalable across our 1,200 hotel and restaurants, devices that enable our teams and guests to have a seamless experience, all whilst keeping data secure. Together we’re building the hotel of the future