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IT Service Delivery Manager
IT Service Delivery Manager
About WSET
WSET exists to empower people and support the drinks industry from producer to consumer. Through our globally recognised qualifications in wines, spirits, beer, and sake, we inspire learning and help individuals and businesses thrive at every stage of their journey.
As the world’s leading provider of drinks qualifications, we deliver over 140,000 exams each year across more than 70 countries. Our global impact is reflected in our teams, with offices based in the UK, Australia, Canada, China, Hong Kong, Singapore, and the USA.
Our culture is built on curiosity, inclusivity, and a commitment to excellence. We lead with empathy, foster a supportive environment, and empower our people to make a real impact.
About the Role
We are seeking a dynamic IT Service Delivery Manager to play a key role in shaping and delivering high-quality IT services across WSET.
In this position, you will be the central accountability point for IT service quality, supplier performance, and user experience. Collaborating with cross-functional teams, external partners, and leadership, you will ensure IT services run smoothly, continuously improve, and align with WSET’s strategic direction.
This is an ideal opportunity for someone who enjoys building strong professional relationships, driving operational improvements, and delivering visible results.
Scope of Responsibilities
Your role will primarily focus on:
- IT service delivery
- Supplier management
- Customer experience
Additionally, you will collaborate with colleagues and suppliers on technology strategy and transformation programmes, working within the direction of the Chief Information Officer (CIO) and underpinning organisational strategic goals.
Key Responsibilities
- Supplier Accountability
- Manage third-party IT service providers, ensuring they meet agreed SLAs and KPIs, and holding them accountable for delivery and continuous improvement.
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Stakeholder Management
- Serve as the primary point of contact for internal stakeholders, managing service relationships, expectations, and escalations.
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Operational Oversight
- Oversee day-to-day IT service delivery, ensuring system availability, performance, and effective resolution of incidents.
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Budget Management
- Manage the IT operational budget, including procurement of hardware and software (e.g., laptops, monitors, peripherals) to ensure cost-effective purchasing and lifecycle management.
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Performance Monitoring & Improvement
- Monitor service performance, identifying trends to enhance user experience, reliability, and service expectations.
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Security & Compliance
- Support the implementation and maintenance of IT security controls while ensuring adherence to data protection requirements.
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Technology Innovation
- Collaborate with suppliers to identify opportunities for automation and AI-driven process improvements that enhance service delivery and reduce costs.
- Support the transition of new or changed services into live operation, ensuring readiness and stability.
Desirable Skills & Experience
Experience
- Working within a global or multi-region organisation, with experience in supporting distributed teams and managing services across different time zones and cultural contexts.
- Experience with technology or digital transformation programmes, particularly in transitioning services from in-house to outsourced or hybrid models.
- Knowledge of contract negotiation and commercial supplier management, including reviewing terms, managing renewals, and ensuring value for money.
Technical & Methodological Knowledge
- Familiarity with formal service management frameworks such as ITIL certification (or equivalent), with the ability to embed best practices into daily operations.
- Experience using ITSM tools (e.g., ServiceNow, Jira Service Management) for managing incidents, requests, and reporting.
- Understanding of business continuity and disaster recovery planning, including testing and readiness activities.
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Additional Competencies
- Awareness of emerging technologies and the ability to identify practical applications of automation and AI in IT operations.
- Experience in coaching or mentoring, developing team capability, and promoting a high-performance, service-oriented culture.
- A collaborative and adaptable approach to navigating ambiguity, supporting change, and working within a developing organisational landscape.
Benefits
UK-Based Employee Benefits
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Annual Leave
- 27 days + public holidays, increasing with tenure.
- Ability to buy/sell 5 additional days.
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Pension
- Generous options available after three months.
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Health Insurance
- Provided post-probation, including:
- Access to virtual GP appointments.
- Recognition rewards including: Caffe Nero drinks, cinema tickets, Apple Watch, 75% off Champneys (wellness retreat),
- 6-month subscription to HeadSpace, discounted Weight Watchers membership, gym access, smoking cessation (day worth £300), and half-price health screens.
- Provided post-probation, including:
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Well-being Support
- Eye voucher scheme
- Food and drink provisions in-office.
- Nespresso coffee and a range of snacks including fruit, cereals, and soups.
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Additional Perks
- Season ticket loan scheme
- Employee Assistance Programme (EAP) — 24/7 confidential support from counselors and advisors.
- Death in service benefits with 4x annual salary paid to nominees and bereavement support.
- Enhanced family-friendly leave and pay.
- Cycle2Work scheme.
Professional & Career Development
- Access to WSET’s in-house training and qualifications, covering wines, spirits, sake, and beer.
- Opportunities for other professional development programs.
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