Service Desk Manager

Primark Stores Limited; Reading; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading retail company in Reading is seeking an experienced Service Desk Manager to oversee third-party Service Desk performance and implement ITIL processes. The ideal candidate will have proven experience in managing IT Service Desk operations, strong analytical skills, and expertise in SLA and KPI management. This role offers competitive benefits including 27 days of leave, healthcare, and a fitness center.

Benefits

Healthcare

Pension

27 days of leave

Fitness center

Subsidised cafeteria

Qualifications

• Experience managing third-party Service Desk providers.
• Strong knowledge of ITIL processes focusing on Incident and Problem Management.
• Experience in multi-supplier environments and governance meetings.

Responsibilities

• Oversee performance of third-party Service Desk providers to ensure SLA compliance.
• Implement performance management frameworks including service reviews.
• Analyze performance data and customer feedback for service improvements.

Skills

IT Service Desk operations management

ITIL processes

SLA/KPI management

Stakeholder management

Analytical skills

Education

ITIL certification

Tools

ITSM tools

Job description

Because we strive to put people first. Culture, our way.

Technology at Primark

What’s a career at Primark all about? The positive impact you’re making, the experiences you’re having and the people you’re with. You’re our inspiration. Embrace what sets you apart, own your career and develop in ways you never expected. Leave your mark. And do it your way.

What You’ll Do as a Service Desk Manager

• Oversee performance of third-party Service Desk providers to ensure compliance with SLAs, OLAs, and KPIs.
• Implement governance and performance management frameworks, including service reviews and escalation handling.
• Analyze performance data and customer feedback to identify and drive service improvements.
• Ensure adherence to ITIL processes for incident, request, problem, and change management.
• Collaborate with internal IT teams and suppliers for seamless service delivery and issue resolution.
• Manage service transitions and onboarding of new suppliers.

What You’ll Bring

• Proven experience managing IT Service Desk operations, including third-party providers.
• Strong knowledge of ITIL processes with focus on Incident, Problem, and Request Management.
• Expertise in SLA/KPI management and driving supplier performance improvements. Excellent communication and stakeholder management skills with strong analytical capability. Experience in multi-supplier environments or SIAM model and leading governance meetings.
• ITIL certification preferred, with familiarity in ITSM tools and continuous improvement methodologies.

People are at the heart of what we do here, so it’s essential we provide you with the right environment to perform at your very best.

Let’s talk lifestyle: Healthcare, pension and potential bonus. 27 days of leave, plus bank holidays and the option to buy 5 more. Primark offers Tax Saver Tickets, a fitness centre, and a subsidised cafeteria.

About Primark

At Primark, people matter. They’re the beating heart of our business and the reason we’ve grown from our first store in Dublin in 1969 to a £9bn+ turnover business with over 80,000 colleagues and 440 stores in 17 countries today. Our values run through everything we do – Caring, Dynamic, and Together.

We provide equal employment opportunities and an inclusive workplace. If you need any reasonable adjustments during your recruitment journey – extended time, breaks between online assessments, sign language interpreter, accessibility support – please contact your talent acquisition specialist. All offers of employment are subject to background checks, including right to work, reference, education, and, for some roles, criminal and financial checks.

If you require further support at any stage of the selection process, please contact [e-mail].

REQ ID: JR-3167