Splendid Hospitality Group
Group IT Manager
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We're Hiring: Group IT Manager | Splendid Hospitality Group ✨
📍 Location: Watford / hybrid working with travel to our locations
We're looking for a Group IT Manager to help shape how technology enables our growing, multi-site hospitality business.
Reporting to our Group IT Director, this is a key operational leadership role responsible for the performance, reliability and continual improvement of IT services across our hotels, restaurants and care businesses.
You'll work closely with our managed service provider and specialist technology suppliers, ensuring service levels, responsibilities, escalation routes and improvement actions are clear and effective. You'll also lead our Group IT Engineers, bringing together internal technical expertise and external partners to solve problems, improve services and deliver meaningful technical change.
This is an exciting time to join us. You'll play a key role in stabilising and improving our current IT services while helping to embed our target hybrid IT operating model, supporting managed service reviews and re-contracting, strengthening resilience and ensuring new services, properties and acquisitions transition smoothly into live service.
About Splendid Hospitality Group
We build and operate exceptional hospitality brands across the UK, including:
- Hilton London Bankside
- The Grand, York
- Four Points Flex by Sheraton London Euston
- 9 IHG hotels, including boutique Hotel Indigo properties
- 6 Accor hotels
- 40 KFC restaurants
- 3 Chaiiwala restaurants
- 3 care homes in Sussex
As a family-run business, people are at the heart of everything we do. Guided by the Splendid Hospitality Way, we're committed to creating extraordinary experiences, supporting our colleagues to thrive and making a positive difference in the communities we serve.
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The Role
You'll:
- Own day-to-day IT service performance across the Group, ensuring services meet agreed service levels and business expectations.
- Lead MSP and technology supplier performance, managing service levels, contract compliance, escalations and continual improvement.
- Embed effective ITSM processes and ways of working across Splendid.
- Coordinate major incident and problem management, ensuring recurring issues are identified and resolved.
- Maintain clear service ownership, support boundaries and escalation paths across internal and external teams.
- Strengthen operational resilience by overseeing backup, recovery and disaster recovery assurance.
- Oversee supplier delivery across infrastructure, networks, end-user technology and security controls.
- Coordinate technical readiness for IT changes, new properties and acquisitions, ensuring smooth transition into live service.
- Support managed service reviews, re-contracting, service transitions and cost control.
- Partner with business leaders to understand priorities and drive improvements that have a meaningful impact on our people and operations.
- Lead and develop our Group IT Engineers, focusing the team on problem management, supplier coordination and targeted hands-on technical support.
About You
You'll bring:
- 5+ years' experience in IT service or operations management, ideally within a multi-site environment; hospitality or hotels would be advantageous.
- Proven experience managing MSPs and specialist technology suppliers.
- Strong understanding of ITSM, SLAs, escalation, incident/problem management and continual improvement.
- Experience working within outsourced or hybrid IT service models.
- Broad technical understanding across infrastructure, networks, end-user technology and Microsoft cloud services.
- Experience overseeing operational resilience, backup, recovery and disaster recovery.
- Good understanding of cybersecurity controls, technology risk and remediation.
- Strong commercial awareness, including supplier contracts, service costs and managed service reviews.
- A data-driven approach, with the ability to identify trends and turn service insight into meaningful improvement.
- Excellent stakeholder management skills across business, technical and supplier teams.
- A pragmatic leadership style, with experience developing a small technical team.
- A relevant technical or service management qualification; ITIL would be desirable.
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Why You'll Love Working With Us
- A key leadership role shaping IT service delivery and technology operations across the Group.
- The opportunity to influence our future hybrid IT operating model.
- Exposure to a diverse, multi-brand hospitality portfolio.
- The opportunity to work across internal teams, senior stakeholders and specialist technology partners.
- A collaborative, entrepreneurial, family-run culture.
- The chance to make a real impact by improving the technology our people rely on every day.
- Learning and development opportunities to support your continued growth.
Ready to help shape the future of technology at Splendid Hospitality Group?
Hit Apply — it only takes a minute.
Shortlisted candidates will be invited to an initial conversation to explore their experience, ambition and what makes Splendid a unique place to grow a career.
Splendid Hospitality Group is an equal opportunities employer, committed to creating an inclusive environment where everyone can thrive.
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