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Service Delivery Manager
Location: London Bridge (Hybrid, 3 days on-site)
Salary: Up to 80,000 + Bonus + Excellent Benefits
About the Company
A leading, high-growth hospitality brand is seeking an experienced Service Delivery Manager to join their technology team. This business operates across a large estate and is passionate about delivering exceptional guest experiences, underpinned by dependable, innovative technology.
This is a fantastic opportunity to play a pivotal role in shaping IT service delivery and supplier performance across a fast-paced, multi-site environment.
The Role
This role is responsible for the consistent, high-quality delivery of IT services across the UK estate. You will take ownership of service performance, supplier management, and continuous improvement - ensuring that systems supporting both front and back of house operations run seamlessly.
You'll work closely with Product Owners, Business Stakeholders, and external vendors, driving governance, collaboration, and service excellence across a complex supplier landscape.
Key Responsibilities:
- Own and manage day-to-day service performance across all restaurant-facing IT services.
- Act as the primary contact for key suppliers - particularly Vista, Oracle, and Fourth - ensuring effective coordination and accountability.
- Establish a governance structure for service reviews, continuous improvement, and supplier collaboration.
- Lead service reporting, SLA tracking, and root cause analysis for major incidents.
- Work closely with Product and Business Owners to align service delivery with operational needs.
- Drive operational stability, problem management, and proactive issue prevention.
- Support change and release governance for restaurant-impacting changes.
- Champion a customer-first mindset, ensuring technology enables great guest experiences.
About You:
- Proven experience in IT Service Delivery or IT Operations within a hospitality or multi-site retail environment (hospitality strongly preferred).
- Experience in proactively managing multi-vendor environments, particularly Vista, Oracle, and Fourth.
- Strong understanding of ITIL processes (Incident, Problem, Change, and Service Level Management).
- Excellent stakeholder engagement skills with a collaborative, delivery-focused approach.
- Comfortable working independently, managing priorities, and driving outcomes autonomously.
- Calm under pressure, analytical, and pragmatic in fast-moving operational settings.
- A natural relationship-builder who enjoys working with suppliers to find smart, scalable solutions.
This is an exciting opportunity to join a respected hospitality brand undergoing digital transformation - where your expertise will directly impact service quality and customer experience across the UK and beyond.
