INSPIRED pet nutrition
IT Service Delivery Manager
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IT Service Delivery Manager
We’re recruiting for a IT Service Delivery Manager based in our Head office in Thirsk - North Yorkshire. With travel across our other UK and European offices leading a team of up to 5 IT Support Engineers.
This is an exciting opportunity for an experienced, hands-on IT service leader. It's perfect for someone passionate about delivering proactive, high-quality IT support and bringing teams together under one way of working.
Responsibilities
- Set up and lead one service desk across the UK and France, with shared processes, SLAs, and escalation paths
- Give hands-on technical support at every level, from end-user issues to complex system and infrastructure problems
- Move our current service desk tools onto a single platform and build a self-service portal
- Own day-to-day IT support for desktops, laptops, business applications (ERP, MES), infrastructure, and network. This includes triaging, escalating, and resolving tickets
- Spot recurring issues, look at trends, and lead root cause fixes to cut ticket volumes
- Lead, coach, and develop the UK and France support teams, and build a collaborative culture across sites
- Build and maintain a knowledge base and support documentation
- Own IT onboarding for new starters, including induction and training on core systems
- Manage third-party providers and vendor escalations against their SLAs
- Work on major incidents: troubleshoot, coordinate the response, keep stakeholders updated, and make sure a full root cause analysis is completed
- Produce regular service reports and use the data to improve the service
- Manage purchasing of end-user IT equipment and software within budget
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About you
- Experience in IT service delivery management that combines hands-on technical skill with team leadership
- Solid technical skills across Windows, Microsoft 365, networking, and infrastructure
- Experience supporting business-critical applications such as ERP or MES
- A track record of setting up or improving a service desk, including choosing tools, designing processes, or launching a self-service portal
- A good understanding of ITIL or a similar service management framework
- Experience leading teams across more than one location or country
- Clear, confident communication with users, senior leaders, and external partners
- Comfortable using data and trends to improve the service
- Experience managing vendors and SLAs
- A good understanding of IT security and data protection (e.g. GDPR)
- A proactive, resourceful approach to solving problems
About us
INSPIRED Pet Nutrition is an innovative, well-established, and award-winning pet food manufacturer employing over 1,200 colleagues across the UK and Europe. Our family of brands includes Harringtons, Wagg, Barking Heads & Meowing Heads, AATU, Blink, Butcher's, Classic, Pro-Nutrition, and Ultra Premium Direct, along with a number of partner brands that trust us to produce food on their behalf. Our kitchens in Thirsk, Kinmel, and Crick produce a wide range of dry, wet, and baked foods enjoyed by dogs and cats all over the world. Our ambition is simple: to become a global leader in pet nutrition.
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Our Purpose: To create happiness. We’re on a mission to set a new standard of workplace happiness within the pet nutrition industry—one that looks like no other and feels like no other. Our culture is built on INSPIRED’s unique behaviors and colleague experience, creating an environment that excites, empowers, and puts people and pets at the heart of everything we do.
Equality, Diversity & Inclusion
INSPIRED Pet Nutrition is committed to building an inclusive workplace that reflects the diversity of the colleagues and communities we serve. We believe everyone should feel valued, respected, and able to be themselves at work. We welcome applications from people of all backgrounds and do not discriminate on the basis of age, disability, gender identity or expression, marital or civil partner status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make hiring decisions based on talent, potential, and the experience you bring.
We are also committed to providing reasonable adjustments throughout the recruitment process and in the workplace, ensuring equitable access and opportunity for all. If you need any adjustments or support to take part in our recruitment process, please let us know by emailing recruitment@inspiredpetnutrition.com
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