Service Delivery Manager - Hotels & Restaurants

Whitbread; Houghton Regis; Hybrid; GBP 54.000 - 66.000; Vollzeit

Benefits dieser Stelle

Healthcare: Family BUPA healthcare

10% matched pension

Discounts: Premier Inn and Restaurant

Annual Incentive up to 20% Bonus

Zusammenfassung

Whitbread PLC is seeking a Service Delivery Manager (Product) to own the end-to-end health, stability and performance of critical product services within our Technology & Data function. This hybrid role, based at Whitbread Court, Dunstable, requires coordinating with suppliers and internal teams to ensure rapid incident resolution and continuous service improvement.

Ideal candidates will demonstrate extensive experience in large-scale transformations, particularly in Food & Beverage, and a

Qualifikationen

• Experience owning service elements of large-scale transformations, from service design and transition through to stable live operation.
• Deep experience in Food & Beverage transformation, ideally in hospitality, restaurants or multi-site retail.
• Strong experience managing operational technology services within a complex supplier-led environment.

Aufgaben

• Own end-to-end service health, stability and performance of assigned product services.
• Coordinate recovery activities and provide clear stakeholder communication; drive swift incident resolution.
• Manage supplier performance against SLAs; challenge performance and identify improvement opportunities.
• Lead service design, transition and operational readiness for large-scale transformation.

Kenntnisse

Service management

Supplier management

Stakeholder communication

Incident management

ITIL knowledge

Service design

Data-driven decisions

Jobbeschreibung

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

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.

Job ref: 223318-4492

Advertised: 30 Oct 2026