Holland & Barrett
IT Service Delivery Manager
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Hybrid | Nuneaton or London
We offer hybrid working, with an expectation that you'll be present at one of our Holland & Barrett offices in Nuneaton or London for a minimum of two days per week.
Help shape the future of IT service delivery
At Holland & Barrett, we're transforming the way technology supports our colleagues and customers. As we modernise our IT landscape, we're moving from a reactive support model to a proactive, data-driven approach—and we're looking for a Service Delivery Manager to help lead that journey.
You'll play a key role in ensuring our IT services are reliable, efficient and continually improving, while building strong relationships across the business and with our technology partners.
What you'll be doing
- Lead the delivery of high-quality IT services, ensuring agreed service levels and operational performance are achieved.
- Act as the primary relationship manager between IT Operations and the business, providing clear communication and trusted stakeholder support.
- Drive continual service improvement through data, insight and proactive service management.
- Oversee incident, problem, change, request and transition processes, ensuring services remain stable and resilient.
- Manage supplier and vendor performance, holding partners accountable for delivering excellent service.
- Identify operational risks and implement improvements that enhance resilience and minimise disruption.
- Support the successful transition of new and changed services into business-as-usual operations.
- Produce meaningful service reporting and performance insights to support informed decision-making.
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What you'll bring
- Experience in IT Service Management, with a strong understanding of ITIL best practices.
- A background in Incident, Major Incident or Service Delivery Management.
- Experience managing third-party suppliers and driving service improvements.
- Strong stakeholder management skills, with the ability to influence and build trusted relationships at all levels.
- Excellent analytical and problem-solving skills, with a proactive approach to identifying opportunities for improvement.
- Strong communication and organisational skills, with the ability to manage multiple priorities.
- Experience with Jira, Confluence, DevOps or Transition Management would be advantageous.
- ITIL Foundation certification is desirable.
Benefits
You'll enjoy a range of benefits designed to support your wellbeing, development and lifestyle, including:
- 33 days' holiday, including bank holidays
- Holiday purchase scheme
- 24/7 Virtual GP access
- Private medical insurance – single cover (after 12 months' service)
- Annual free at-home health testing kit (after 6 months' service)
- Access to our Employee Assistance Programme and a network of Mental Health First Aiders
- Workplace pension with employer contribution
- Life assurance (2x salary, after 6 months' service)
- £50 colleague product allowance on Holland & Barrett products (after 6 months' service)
- 25% colleague discount in store and online, with free delivery on online orders
- Free Wellhub membership, with discounted access to gyms, studios and premium wellbeing apps
- Cycle to Work scheme
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Ready to make an impact?
If you're passionate about delivering exceptional IT services, building strong partnerships and driving continuous improvement, we'd love to hear from you.
About Holland & Barrett
For over 150 years, Holland & Barrett has been helping people take positive steps towards healthier lives. Today, we're one of Europe's leading health and wellness retailers, combining trusted expertise with a modern, science-led approach to make health and wellness a way of life for everyone.
Inclusion & Accessibility
We're committed to creating an inclusive workplace where everyone feels they belong. We welcome applications from people of all backgrounds, experiences and identities. If you need any adjustments during the recruitment process, we'll be happy to support you.
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