Retail IT Service Delivery Leader

Woodie's; Leinster; On-site; EUR 90,000 - 140,000; Full time

Benefits offered by this job

Annual Bonus

Company Pension

Company‑funded healthcare

Colleague Discount

Wellness Initiatives

Educational Assistance

Paid Parental & Maternity leave

Sick‑pay

Flexi‑Wage - Choose how to budget your

Job summary

Woodie’s is seeking an experienced, commercially minded Service Delivery Manager to join our IT leadership team. This role oversees IT service delivery across stores, the support office and digital channels, delivering governance, resilience and continuous improvement to enable Woodie’s growth.

You will apply ITIL 4 and ISO/IEC 20000-1, manage vendors, engage stakeholders, and drive cyber resilience while living Woodie’s values.

Qualifications

• Experience leading service delivery teams and shaping governance models.
• Strong stakeholder engagement across IT, stores and leadership teams.
• Knowledge of ITIL 4, ISO/IEC 20000-1 and cyber risk practices (NIST CSF).
• Proven ability to manage third‑party suppliers against SLAs and budgets.
• Retail IT experience is highly preferred.

Responsibilities

• Take hands‑on accountability for the quality and responsiveness of IT service delivery across Woodie’s stores, support office and digital channels.
• Lead daily operations and continuous improvement of BAU service delivery with clear processes.
• Own and improve service reporting, SLAs, incident trends and major incident reviews.
• Manage vendor relationships, ensuring accountability and value delivery.
• Ensure services transition smoothly in IT projects with knowledge transfer and readiness.
• Drive structured problem management and root‑cause analysis to reduce incidents.
• Support cyber and operational resilience with asset hygiene, access control and patching follow‑up.
• Maintain up‑to‑date documentation, process guides and service maps.
• Communicate risks and improvements clearly to technical and business audiences.
• Build a culture of accountability, professionalism and ongoing improvement within the team.

Skills

People leadership

Stakeholder management

ITIL

Service management

Vendor management

Budget management

Governance

Collaboration & communication

Continuous improvement

Cyber security awareness

Tools

Business Central

LS Retail

Job description

Woodie’s is seeking an experienced, commercially minded Service Delivery Manager to join our IT leadership team. This role oversees IT service delivery across stores, the support office and digital channels, delivering governance, resilience and continuous improvement to enable Woodie’s growth.

You will apply ITIL 4 and ISO/IEC 20000-1, manage vendors, engage stakeholders, and drive cyber resilience while living Woodie’s values.