Senior IT Service Delivery Leader — ITIL at Scale in Milton Keynes

About The Role

Join the World's Leading Pizza Delivery Company. You already know who we are and what we do! Domino's UK & Ireland is the powerhouse behind our exceptional products. We’re innovative, dynamic, and laser-focused on delivering unparalleled service to our franchisees and customers alike.

The role will provide senior leadership and governance across the organisation’s IT Service Management function, ensuring IT services are delivered with consistency, stability, and quality at scale. You will own and strengthen the core ITIL service management processes including Major Incident, Problem, Change, and Service Transition setting clear standards, embedding best practice, and ensuring they are applied rigorously across the organisation. This is a pivotal role for an experienced service leader who can combine strategic oversight with operational credibility, shaping how IT services are governed, improved, and sustained.

Success in this role looks like:

• Own and refine operational KPIs, SLAs and OLAs, ensuring they drive performance, efficiency, and customer satisfaction at scale.
• Act as senior escalation authority for all critical incidents, major problems, and high‑impact operational issues.
• Oversee the senior‑level governance of new services entering Operations, ensuring risk mitigation, scalability, and successful adoption.
• Direct high‑severity incident response, ensuring rapid stabilisation, transparent communication, and clear recovery plans.
• As the senior governance lead for Service Delivery, the role also provides strategic continuity by deputising for the Director of IT Service Delivery & Operations when required, ensuring leadership coverage, stability of decision‑making, and alignment to the wider organisational strategy in their absence.
• Own and drive the governance framework that ensures all IT Service Operations comply with UK & Ireland Data Protection, E‑Privacy, and Cyber Security standards.
• Proactively identify emerging operational risks, defining mitigation approaches, and embedding the controls, policies, and ways of working required to safeguard service integrity.

What we’re looking for:

• Proven experience as a Senior Manager in Service Management ITIL V4 Managing Professional or higher, with ITIL Master preferred.
• Broad Technical & Business Awareness: Understanding of investment appraisal techniques, Dynamics AX/NAV, SQL, infrastructure, networking, and desktop environments, combined with strong internal business knowledge and external awareness of industry best practices and emerging technologies.
• Ability to lead complex incident, problem and change processes effectively.
• Communications skills with demonstrated success in influencing stakeholders and fostering effective cross‑departmental teamwork.
• Relationship building with ability to establish effective working relationship across the business.

What’s in it for you:

• Competitive salary and performance-based bonuses.
• Competitive pension contributions.
• Private health and dental care.
• Income protection.
• Professional development opportunities.
• Fun team events and a supportive work environment.
• Pizza discount!