Elliotts
IT Delivery & Service Manager
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IT Delivery & Service Manager
Hours: 40 hours per week (Monday to Friday) Location: Southampton, Head Office
About Elliotts
Elliotts is an independent builders’ merchant serving customers across the South of England. Founded in 1842, we remain family owned and focused on doing things properly.
We keep things straightforward - know our customers, work safely, deliver reliably, and support each other as a team. Decisions are made locally, close to the work.
The business is led by Tom, the great-great-great grandson of the founder. That long-term, hands-on approach shapes how we operate and how we look after our people.
Many of our team build long careers here. It’s a stable, supportive environment where people take pride in their work and back each other day to day.
About the role
We are looking for an IT Delivery & Service Manager to take ownership of how work is planned, prioritised, and delivered across our internal IT team.
This is a key role in ensuring that business requirements translate into completed work, service issues are handled effectively, and external suppliers are managed properly.
You will act as the central point for delivery coordination, helping a small but capable team stay focused, unblocked, and productive.
This role suits someone who enjoys making things happen, improving how teams work, and ensuring commitments are delivered consistently.
Key responsibilities
Delivery & Prioritisation Management
- Own and coordinate sprint planning, prioritisation, and delivery tracking
- Ensure work is clearly defined, visible, assigned, and progressing
- Help protect team focus by managing interruptions and competing demands
- Run stand-ups, delivery reviews, and retrospectives where appropriate
- Identify blockers early and drive them through to resolution
- Work with stakeholders to manage expectations, priorities, and trade-offs
- Ensure delivery commitments are realistic, visible, and actively managed
- Improve delivery predictability and reduce reactive firefighting over time
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Service & Helpdesk Oversight
- Oversee day-to-day IT support operations and ticket flow
- Ensure incidents and service requests are prioritised appropriately
- Monitor and improve SLA performance and response times
- Act as escalation point for priority operational issues
- Help balance reactive support demand against planned delivery work
- Identify recurring support issues and coordinate root-cause improvements
- Improve visibility and ownership across helpdesk activity
Supplier & Third-Party Management
- Manage relationships with IT suppliers and external service providers
- Track supplier performance against agreed expectations and commitments
- Coordinate supplier activity affecting delivery timelines or operational stability
- Escalate issues appropriately where supplier performance falls below expectations
- Support contract and service review discussions where required
- Ensure suppliers are actively managed rather than passively coordinated
Team Coordination & Operational Discipline
- Help create structure and consistency across the IT function
- Ensure priorities remain aligned to business needs and operational realities
- Encourage accountability and ownership across the team
- Challenge unclear, conflicting, or disruptive work requests
- Support continuous improvement of delivery and support processes
- Reduce hidden work, unmanaged requests, and operational ambiguity
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Technical Understanding (supportive, not hands-on delivery)
- Understand technical requirements sufficiently to support delivery decisions
- Work effectively with technical teams, suppliers, and stakeholders
- Contribute to discussions around feasibility, dependencies, and delivery risk
- Ensure delivered work aligns with agreed business requirements
- Maintain enough technical credibility to coordinate effectively with engineers and suppliers
About you
We are looking for someone who is:
- Highly organised and naturally structured
- Pragmatic and delivery-focused
- Comfortable operating in busy, fast-moving environments
- Confident managing competing priorities and operational pressure
- Able to challenge constructively and hold people accountable
- Calm under pressure and able to make practical decisions quickly
- Comfortable working with both technical and non-technical stakeholders
- Naturally proactive in identifying blockers, risks, and gaps
- Focused on outcomes and delivery rather than process for its own sake
What's in it for you?
- Annual profit share scheme
- Pension scheme
- 24/7 wellbeing support
- Enhanced Family leave - Maternity up to 6 months full pay, Paternity up to 4 weeks full pay
- Unlimited training – sky’s the limit
- Staff discounts
- Christmas Hamper
- Monthly Pizza on us
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