Technology Manager - Service Delivery - Central Applications

Morrisons; West Bradford; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

15% store discount

Free parking onsite

Annual bonus scheme

Generous pension

Private Healthcare

Career progression

Aviva Digital GP

MyPerks

Supplier showcases

Job summary

Morrisons is seeking a Service Delivery Manager for its Customer Systems Service team at our Head Office. You will oversee SLAs, manage incidents, third-party relationships, and drive service improvement to ensure robust, secure technology services aligned with business needs.

You will lead governance, reporting, and supplier performance, with a focus on ITIL practices and end-to-end service excellence across central applications during peak trading periods.

Qualifications

• Proven experience as a Service Delivery Manager in fast-paced environments.
• Strong ITIL knowledge and certification desirable.
• Experience coordinating internal and external multi-party support.
• Ability to drive service improvement and cost management.

Responsibilities

• Define, monitor, and report SLAs/OLAs across Central Applications.
• Lead incident response, post-incident reviews, and escalation.
• Manage vendor relationships and contract negotiations.
• Drive continuous service improvement and SIPs with delivery teams.
• Produce governance reports and risk mitigations.

Skills

Service delivery management

Vendor management

Incident management

Problem management

Change management

Stakeholder management

ITIL experience

Education

ITIL certification

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

• 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.