Service Delivery Manager - Digital and Data

Overview

Are you someone who loves making IT services run smoothly, spotting opportunities to improve how things are done, and building brilliant relationships along the way? If you’re the kind of person who enjoys bringing structure, clarity, and calm to busy environments — especially when things get tough — then this could be right up your street. Card Factory is looking for an IT Service Delivery Manager who’ll help us deliver consistently high-quality IT services to our colleagues across the business. Based at our Support Centre in Wakefield, this is a hybrid role (2–3 days a week on site) where you’ll play a key role in making sure our services are reliable, well‑defined, and continuously improving, while helping us stay aligned with our long‑term goals.

Responsibilities

What you’ll be doing: In this role, you take the lead in keeping our IT services running smoothly, building strong relationships, and driving service quality across the business. You’ll get to grips with the systems we use and turn that knowledge into clear service documentation. Working closely with our IT squads, you help shape and validate new service designs, making sure they’re fit for purpose. A calm, organised approach is key when coordinating major incidents, managing problems, and ensuring changes follow the right process. Strong stakeholder relationships matter, so you’ll meet regularly with teams across the business to review performance, discuss improvements, and keep service levels on track. This includes managing SLA adherence, producing meaningful reports, and leading service reviews with internal squads and suppliers. You’ll also support contract renewals, guide new services through a smooth transition into BAU, and help prepare IT services for busy trading periods. Trend analysis, continuous improvement plans, and occasional on‑call support for major incidents round out the role.

Qualifications

• Prior experience in IT Service Delivery Management, with solid SLA and service performance reporting experience.
• Strong technical aptitude, curiosity, and a genuine focus on improving the customer experience.
• Excellent stakeholder management and confident communication with both technical and non‑technical audiences.
• A proactive, calm, and positive approach, with strong problem‑solving skills and the flexibility to support major incidents when needed.
• Professionalism, reliability, and the ability to work effectively in fast‑paced or high‑pressure environments.

Benefits

• Pension 15%
• Card Factory colleague discount in-store and online
• Save As You Earn scheme
• Financial Wellbeing Support
• Financial Education Tools
• Salary Advance
• Seasonal incentive schemes
• Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
• Discounted gym membership, mobile phone contracts, and car leasing
• Discounts across 100’s of UK retailers
• Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing
• Enhanced Maternity, Paternity, and Adoption leave

Company

Card Factory is the UK’s leading specialist retailer of greetings cards, dressings, and gifts with over one thousand stores across the UK and Ireland. In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer. This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey. This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

For any questions email: vacancies@cardfactory.co.uk (we do not accept CVs/Applications via email) We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. No agencies, please.