Service Delivery Manager - Hotels & Restaurants

Premier-Inn; Dunstable, Houghton Regis; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Healthcare: Family BUPA health cover

10% matched pension

Discounts on Premier Inn stays and our

25% discount on our Restaurant brand

Annual incentive up to 20%

Job summary

Whitbread is seeking a Service Delivery Manager (Product) to own the end-to-end health and performance of critical product services within our Technology & Data team. The role focuses on stable operation, incident recovery, and supplier performance in a hybrid setting at Whitbread Court, Dunstable.

You will drive service design and readiness for large-scale transformation projects, including F&B initiatives, and use data to guide improvements and decisions across the live operation.

Qualifications

• 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.

Responsibilities

• 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.
• Coordinate recovery activities, provide clear stakeholder communication and drive swift resolution of incidents.
• Manage supplier performance against agreed service levels, challenge performance and identify opportunities to improve service quality, efficiency and value.
• Play a leading role in service design, transition and operational readiness for large-scale transformation, including across our F&B estate.
• Use service insights and performance data to identify risks, drive continuous improvement and support strategic decision-making.

Skills

Service ownership

F&B transformation

Supplier management

ITIL familiarity

Stakeholder management

Incident management

Change management

Operational technology experience

Job description

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