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IT Service Delivery Manager
IT Service Delivery Manager
WSET, a globally recognised organisation empowering people in the drinks industry, seeks an IT Service Delivery Manager to shape high-quality IT services, improve operational excellence, and lead supplier management across a multicultural, global team.
Our mission: To inspire learning and support the drinks industry from producer to consumer through our globally recognised qualifications. As the world’s leading provider of drinks qualifications, we deliver over 140,000 exams annually across 70+ countries.
At WSET, we value curiosity, innovation, empathy, and an inclusive culture where individuals thrive and contribute meaningfully.
Key Purpose
You will drive and oversee IT service quality, supplier performance, and user experience, acting as the primary accountability point. Working collaboratively across teams and external partners, your role ensures reliability, efficiency, and alignment with WSET’s strategic goals.
Key Responsibilities
Working cross-functionally, you will:
- Manage third-party IT service providers, ensuring adherence to SLAs/KPIs and delivering continuous improvement.
- Serve as the primary contact for internal stakeholders, managing expectations, relationships, and escalations.
- Oversee day-to-day IT service delivery, ensuring system availability, performance, and incident resolution.
- Manage the IT operational budget, including hardware/software procurement (e.g., laptops, peripherals) and lifecycle management.
- Monitor service performance trends, identifying improvements to enhance user experience and reliability.
- Support IT security controls and data protection compliance.
- Collaborate with suppliers to explore automation/AI-driven efficiencies for cost reduction and improved service delivery.
- Support new/changed service transitions, ensuring operational readiness.
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Scope of Accountability
- IT service delivery, supplier management, and customer experience
- Technology strategy/transformation alignment with CIO priorities
- Focus on service performance, cost control, and supplier accountability
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Desirable Skills & Experience
- Experience in global/multi-region teams, understanding diverse cultural/time-zone-specific challenges.
- Knowledge of ITIL or similar frameworks, embedding best practices. -背景：技术或数字变革项目的贡献者或参与者，特别是从独资模式或混合模式转型为外包模式以支持服务转型。
- 合同谈判和商业供应商管理经验（如盘过条款、管理续签和确保价格优势）。
- ITSM工具的熟悉（如ServiceNow、Jira Service Management等）用于管理事件请求和报告。
- 深刻理解业务连续性及灾难恢复规划，并有支持其测试活动的经验。
- 有寻求自动化及AI增效等前沿技术的意识，同时能在运营领域实践具体应用。
- 指导/辅导背景，并有培养团队能力、促进 高效、服务导向文化的能力。
- 合作灵活的素质，能吃住在模糊和不确定的组织中。
（英国）福利待遇
- 年假：每27天加上公众假期，年功加福利；可购买/出售5天天假
- 不限时间。退休方案（三年内提供优秀选择）
- 健康保 隐 险（三月经后）：生韵树方案--判断期后，可以在线求诊；优惠享有Caffe Nero饮品、电影票、苹果手表、Waitrose购物现金、Champneys大量降价、6个月订购HeadSpace、折扣Weight Watchers会籍及体育馆，停止吸烟援助值300英镑、半价健康筛查项
- 眼镜津贴计划
- 档案中饮食休闲
- 高品质尼斯咖啡机及多样饮料，佳果、谷物、汤类等设施
- 季节性车票款项
- 雇员援助计划（EAP）：24小时专业咨询及支持
- 死亡服务福利、实际金额支应提名员、并支持生亡家庭
- 优先于家庭友善假期并且 RhPay
- 单车上岗奖励方案
- 知识管理方面：内部开发WSET在著作、白酒、白酒、啤酒及类酒教育体系，以及其他职业发展选项
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