Technology Manager - Service Delivery - Central Applications

Morrisons; Bradford; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Annual bonus scheme

Market leading pension scheme

Healthcare benefits

Generous holiday entitlement

Private Healthcare

Car allowance

Free parking onsite

Discount in store

Career progression opportunities

MyPerks discounts

Team events

Job summary

Morrisons is seeking a Service Delivery Manager to lead the Customer Systems Service team in the head office. You will ensure robust, reliable technology services, drive improvements, and manage third-party relationships.

Role requires strong stakeholder management and a proactive, service‑minded approach to risk and governance, aligned with ITIL practices and business needs. Based at our Head Office in Bradford with UK scope.

Qualifications

• Proven experience as a Service Delivery Manager or in a senior service management role within a fast-paced environment.
• Deep understanding of ITIL frameworks (ITIL v3 or v4 certification desirable).
• Experience managing multi-party support models with internal teams and external suppliers.
• Strong experience in Incident, Problem, and Change Management processes.

Responsibilities

• Define, monitor, and report on SLAs and OLAs across Central Applications.
• Coordinate major incidents; ensure clear communications to stakeholders during outages.
• Manage vendor and third-party performance; support negotiations and renewals.
• Identify opportunities for service improvement and implement SIPs with project teams.
• Produce regular operational reports and risk/mitigation strategies.

Skills

ITIL knowledge

Stakeholder management

Incident management

Vendor management

Contract negotiations

Change management

Job description

The Customer Systems Service team is at the heart of our technology operations, responsible for the critical applications across a variety of cloud and on premises platforms.

As the Service Delivery Manager, you will be responsible for ensuring our technology services are robust, reliable, and continually aligned with business and security needs. You will manage service quality, drive service improvement plans, oversee third-party vendors and manage costs. This role requires a blend of technical understanding, outstanding stakeholder management, and a passion for operational excellence.

Key Responsibilities

1. Service Level & Performance Management

Define, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) across Central Applications.

• Ensure systems maintain high availability, particularly during peak trading periods.
• Conduct regular service reviews with technology teams and business stakeholders to report on performance against key performance indicators (KPIs).

2. Incident, Problem & Escalation Management

Serve as the key escalation point for major incidents affecting Central Applications, coordinating swift resolution with internal technical teams and external partners.

• Oversee post-incident reviews (PIRs) and drive the Problem Management process to identify root causes and prevent recurring issues.
• Maintain clear, timely communications to business stakeholders and technology leadership during critical service outages.

3. Vendor & Third-Party Management

Manage relationships and performance of key technology vendors and service providers.

• Conduct regular supplier performance reviews, ensuring they adhere to contractual obligations and SLAs.
• Collaborate with Procurement and Technology Leadership to support contract negotiations and service renewals.

4. Continuous Service Improvement (CSI)

Identify opportunities to improve service efficiency, reliability, and security across the central applications.

• Define and implement Service Improvement Plans (SIPs) where performance falls short of agreed targets.
  
• Work closely with project delivery and development teams to ensure new solutions are seamlessly transitioned into support with minimal operational risk.

5. Governance, Reporting & Compliance

Produce regular operational reports, dashboards, and executive summaries outlining service health, incident trends, and vendor performance.

• Ensure all support processes comply with internal technology governance, security policies, and industry standards (such as ITIL).
  
• Manage risk registers associated with central applications and develop mitigation strategies.
  

More about you

Essential Experience:

• Proven experience working as a Service Delivery Manager or in a senior service management role within a fast-paced, high-volume environment (retail, logistics, or consumer-facing industries preferred).
• Deep understanding of ITIL frameworks (ITIL v3 or v4 certification is highly desirable).
• Demonstrated experience managing complex, multi-party support models involving internal teams and external third-party suppliers.
• Strong experience in Incident, Problem, and Change Management processes.

Soft Skills & Leadership:

• Outstanding communication and interpersonal skills, with the ability to influence and build strong relationships with stakeholders at all levels.
• Resilient and calm under pressure, with a structured approach to solving complex problems during major incidents.
• Strong commercial acumen with experience in contract and vendor performance management.
• A proactive, self-motivated attitude focused on continuous improvement and exceptional customer service.
  

More about our perks

In return for all your hard work, you will receive:

• 15% discount in store from the day you join us
• Additional 10% discount card for a friend or family member
• Annual bonus scheme
• Career progression and development opportunities
• Generous holiday entitlement
• Market leading pension scheme and life assurance
• Healthcare benefits including Aviva Digital GP
• ‘MyPerks’ giving you discount with over 850 retailers
• Free parking onsite
• Car Allowance
• Enhanced Family, Maternity and Paternity Leave
• Private Healthcare

Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!

At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.

There’s more to our business as it’s fast paced and ever changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!

At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too. We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.