It jobs in Regno Unito

The Role & Key Responsibilities

Service Delivery Manager - User Experience & Improvement (Fixed Term Contract)

Peterborough (Hybrid)

Fixed term contract until the end of September, 37.5 hrs per week

Are you passionate about delivering exceptional IT service experiences and driving meaningful improvement through collaboration and insight? Do you thrive on using data to enhance user satisfaction and streamline service performance?

We’re looking for a proactive and people-focused Service Delivery Manager – User Experience & Improvement to join our team on a 6-month fixed-term contract. You’ll work across teams to identify service pain points, manage escalations, and champion continuous improvement—ensuring our IT services align with user needs and deliver real value to the business.

• Act as a key point of contact for IT service delivery, ensuring user needs are understood and addressed effectively.
• Monitor service performance data, including SLAs and customer satisfaction metrics, identifying trends and improvement opportunities.
• Lead and support initiatives to enhance the end-user experience, using customer feedback and service insights to drive change.
• Coordinate and follow up on service escalations, ensuring timely resolution and long-term preventative actions.
• Collaborate closely with technical teams and stakeholders to align service delivery with business expectations.
• Build strong relationships with internal teams, ensuring open communication and shared goals for continuous service improvement.
• Support the development of IT service offerings, contributing to the evolution of service models and delivery standards.
• Proactively represent user needs and priorities to the wider IT function, advocating for service enhancements and innovations.

• Proven experience in a Service Delivery or Service Management role within a large or complex organisation.
• A strong understanding of IT service management principles and service improvement methodologies.
• Familiarity with service management tools (e.g., ServiceNow, Assyst) and experience monitoring SLAs and KPIs.
• Excellent interpersonal and stakeholder engagement skills, with the ability to influence at all levels.
• A proactive, customer-focused mindset with a passion for driving user experience improvements.
• Ability to analyse service data, identify trends, and present actionable insights.
• Strong organisational skills, able to manage competing priorities and deliver outcomes to tight timelines.
• ITIL Foundation certification (or equivalent knowledge) is desirable, along with basic technical awareness across IT infrastructure and support.

Associated British Foods Business Technology Services (BTS) continually reviews our benefits to ensure our staff feel rewarded…

Associated British Foods is a global giant in food processing and retail. Our ingredients division is the world’s second-largest producer of sugar and baker’s yeast, and our grocery brands are widely used across the globe, with nine out of ten UK households using our brands.

Founded in 2008, ABF BTS delivers centralized IT infrastructure and services across over 185 locations in 23 countries, supported by nearly 200 staff. Our customers are at the heart of everything we do, and we seek individuals eager to support and deliver this vision.

• AB Foods BTS matches up to 10% pension contributions (contributory)
• Up to 10% bonus
• Opportunity to buy up to 5 days holiday per year
• Discounts on ABF products such as Twinings, Silverspoon, Pataks, and Ryvita
• 24/7 free and confidential Employee Assistance Programme

We value individuals who embrace our values. If you thrive in a collaborative, trusting, and pioneering environment, ABF could be the right fit for you.

All recruitment activities are supported by our AB Agri business.

Ready to apply? Register your details and upload your CV via our careers website. Please do so promptly, as high response may lead to early closure.

For support during the recruitment process, email careers@abagri.com. We also ask you to answer some anonymized equal opportunity questions to help us improve our recruitment process. No impact on your application if you choose not to answer.

We kindly request no contact from recruitment agencies or media sales. We do not accept speculative CVs or fees from agencies.