Mitchells & Butlers PLC
IT Service Desk Manager
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Do you want to lead a Service Desk that keeps one of the UK's biggest hospitality businesses running?
At Mitchells & Butlers, we're home to some of the UK's most-loved brands, serving millions of guests every year. Behind every great guest experience is reliable technology — and behind that technology is an exceptional Service Desk team.
We're looking for an experienced IT Service Desk Manager on a permanent basis, who can take ownership of our support operation, inspire high-performing teams, and drive the evolution from reactive support to proactive service excellence.
Supporting around 1,800 pubs, bars and restaurants alongside 1,500 corporate colleagues, you'll play a critical role in delivering exceptional IT services across a complex, fast-paced and highly visible environment.
If you're passionate about customer experience, service improvement, ITIL best practice and developing people, this is an opportunity to make a genuine impact at scale.
This is a hybrid working role based out of our Birmingham City Centre head office.
You’ll Be Rewarded
- Hybrid and flexible working arrangements.
- Annual bonus scheme.
- 33% discount across all Mitchells & Butlers brands.
- 20% Friends & Family discount for five nominated guests.
- Private medical plan.
- Pension scheme.
- 26 days annual leave.
- Free shares programme.
- High street retail discounts.
- Employee assistance programme and wellbeing support.
What You'll Be Doing in this IT Service Desk Manager role:
- Lead and develop Service Desk teams, creating a high-performance culture focused on service excellence.
- Own the Incident, Request and Desktop Support customer experience, ensuring consistently high levels of satisfaction.
- Drive ITIL-based Incident Management processes and lead major incident response during critical service outages.
- Develop and deliver a Service Desk roadmap aligned to our wider Technology strategy.
- Use automation, self-service capabilities and continual service improvement initiatives to improve efficiency and customer outcomes.
- Analyse service trends, identify root causes and work with technical teams to improve service stability.
- Build strong relationships with stakeholders, suppliers and technology teams to ensure collaborative service delivery.
- Define, monitor and report against KPIs, SLAs and operational performance measures.
- Lead proactive communications during incidents, translating technical issues into clear business-focused updates.
- Manage vendor performance, ensuring service levels are achieved and continuously improved.
- Create robust knowledge management practices that empower analysts and improve first-time resolution rates.
- Champion a culture of continuous improvement, challenging traditional ways of working and identifying opportunities to enhance services.
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You'll also participate in an out-of-hours on-call rota and deputise for the Service Operations Manager when required.
What skills you will bring to this IT Service Desk Manager role:
- Minimum of 3 years’ experience in a Service Desk Management role, ability to demonstrate leading ITIL Service Desk management function in a fast-paced IT operations environment.
- Passionate about delivering a great customer experience with lots of drive to continuously improve and monitor the service we offer.
- Ability to build and maintain relationships, grow confidence, credibility and trust with customers, key stakeholders and BC&T colleagues.
- Effectively manage a variety of competing activities and priorities, prioritising any conflicts open and objectively.
- Proven ability to develop large teams, ensuring integration of internal resources and vendors
- A "blue-sky-thinker" who will continuously challenge the ‘status quo’ and align people and process with customer centric service delivery.
- Resilient and energetic, someone who thrives in fast paced environment with high focus on ‘getting stuff done’. See that obstacles to completion are managed and where possible removed.
- Experience of supporting a wide range of current IT technologies including Microsoft Azure, Office 365, EPOS, Workforce and Stock Management Systems, and SD WANs.
- Experience of major incident management and unflappable demeanour during system outages.
- Demonstrable problem-solving and analytical skills.
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What makes Mitchells & Butlers a great place to work?
At M&B we value the unique perspectives each person brings. We believe that by fostering a culture of inclusion, respect, and allyship, we create a sense of belonging, engagement and teamwork which are essential to delivering great guest experiences. Join us and be a part of a great team
Closing Date: Friday 21st August 11:59pm
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