IT Service Delivery Manager

Job purpose

Across our 60 service areas we operate world-class brands such as Starbucks, KFC, Burger King, Subway, Chopstix, Taco Bell, and Waitrose. We have 31 hotels, our own forecourts, and are at the forefront of the EV revolution. World-class technologies are key to this, and IT Operations underpin our business while simultaneously innovating and enabling our future.

The IT Service Delivery Manager is responsible for the IT Service Desk function, overseeing delivery of high-quality IT Service to the business through internal resources and external partners and suppliers. Working alongside the IT Infrastructure and Security Manager, the role will ensure stability and compliance is adhered to across the service.

Responsibilities

• Lead, coach and develop the IT Service Desk team and function.
• Identify, implement, and mature best-practice IT Service Management principles, partnering IT Service with the business while instilling a culture of service excellence.
• Own the IT Service Management platform, driving adoption of new functionality.
• Promote a culture of continuous improvement and drive continuous service improvement (CSI) initiatives.
• Review and act on satisfaction surveys and end-user feedback.
• Monitor and analyze performance metrics and trends and react promptly where this may impact service delivery.
• Ensure adherence to IT service level agreements and review in line with business needs.
• Support the transition of new services into BAU, working closely with the project and infrastructure teams as required.
• Work alongside external partners and suppliers, monitoring and reviewing supplier service performance
• Serve as the primary point of contact for IT escalations, supporting and communicating with stakeholders while translating technical into non-technical.
• Collaborate with other IT functions to improve knowledge within the Service team.
• Ensure adherence to security standards and processes within the IT Service function.
• Support the Head of IT Operations with IT Service budgets and cost optimisation..
• Monitor and manage the lifecycle of supported assets and proactively replace as required.

Key stakeholders

• Senior Leadership and Management teams
• Commercial, Operations, and People teams
• Finance and Legal teams
• Regional and Group IT teams
• External suppliers, partners, and managed service providers

Performance measures

• IT Service management and service performance
• Positive stakeholder and senior leadership feedback
• Team leadership, recruitment, retention, development and succession planning
• Supplier, partner, and managed service provider management and performance
• Adherence to IT governance, risk, and control frameworks and compliance

Qualifications, knowledge, and experience

• Experience and expertise in IT Service Management including leading IT Service Delivery and/or IT service desk teams while implementing ITIL based practices and processes.
• Experience owning service tooling, including ITSM platforms. Broad expertise in IT Infrastructure and technologies including WAN/LAN/WLAN, Cloud (Azure), Domain services (AAD), Servers, hosting/virtualization, and End User Computing including build, deployment and endpoint management.
• Experience working with Point of Sale, retail and hospitality technology is desirable.
• Understanding of Cybersecurity principles, known control frameworks, and regulatory compliance is also desirable
• Experienced in managing third-party suppliers, partners, and business-critical managed service providers, including contract and performance management.
• Strong communication, presentation, business-partnering, and influence skills, with the ability to translate the complex to the simple at all levels.

Core competencies

• Driven by service and standards – delighting customers and delivering high standards.
• Driven by innovation and improvement through technology.
• Values led behaviours – We Care, We Deliver, and We are a Team.
• Results – we focus on achieving great results through our performance.
• Taking ownership – treating the business as if we own it.
• Teamwork – working as one team.
• Maximising potential – support every Team Member to reach their potential, including yours