Service Delivery Manager in Macclesfield

Our Story In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world's largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company's complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.

Position Overview The Service Delivery Manager is a senior operational and service role accountable for ensuring the successful delivery of high-quality end-to-end services to customers. This role encompasses deep operational with technical acumen, hands-on service management, responsible for service quality, reliability, and continuous improvement across the Technology teams. With key focus on service outcomes, operational excellence, and stakeholder alignment, the Service Delivery Manager plays a key role in delivering service effectiveness in alignment with business objectives.

Primary Responsibilities:

• Accountable for high-quality end-to-end service delivery to customers.
• Aligns service outputs with business goals, SLAs, and industry standards.
• Manages the delivery of Technology services to meet agreed SLAs and performance targets.
• Implements and oversees robust and scalable Technology processes such as Incident, Problem, Change, Release, Defect, Service design, and Transition.
• Oversee the resolution lifecycle for high priority defects impacting customers by actively engaging with the Support and Customer-facing teams.
• Acts as the primary contact point for escalations regarding service delivery issues.
• Coordinates with cross-functional teams (e.g., Product, Engineering, Cloud Operations, Support, Customer Success) to ensure any priority escalations are identified and owned.
• Articulates risks and progress clearly to stakeholders and drives issue resolution plans.
• Leads the design, planning, and execution of multiple inter-department service delivery projects within scope, time, and budget.
• Supports audits and compliance requirements such as SOC related to Technology service management.
• Ensures all service deliverables meet quality, security, compliance standards.
• Drives the adoption of ITIL best practices across the Technology organization.
• Drives continual improvement initiatives through the adoption of AI tooling.
• Owns the overall Service KPI, metrics, and reporting to Senior Leadership.

Preferred Experience and/or Qualifications:

• 5+ years in service delivery management.
• Experience with a Software as a Service (SaaS) delivery model.
• Experience in Agile/DevOps environments.

Expertise:

• Strong technical knowledge and deep understanding of IT Service Management (ITSM) frameworks and ITIL best practices.
• Demonstrable experience in managing incidents, problems, changes, and releases.
• Experience with Cloud, Colo, and Hybrid environments.
• Experience in performance metrics analysis and reporting.
• Excellent leadership and communication skills, with the ability to interact professionally with a diverse group of stakeholders, managers, and subject matter experts.
• Proven ability to manage multiple projects, ensuring they are delivered on time, within scope, and on budget.
• Skilled in Agile/Lean delivery.
• Project management skills (PRINCE2, PMP is a plus).
• Familiarity with compliance standards such as SOC2.
• Knowledge of ISO/IEC 20000 or other IT/Technology service management standards.
• Assertive, excellent communication, analytical, problem-solver, and decision-making skills.
• Skilled in conflict resolution and influence.

Benefits:

• 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays!
• Flexible working hours and hybrid working environments.
• Wellness activities and gym subscription discounts.
• Laptop and equipment provided.
• Healthcare expense claim tools.
• Opportunities for growth with certifications.
• Annual meet ups.
• Enhanced parenting scheme.
• Cycle to work scheme and season ticket loan provided.
• Pension and life insurance options.
• On demand pay tools for early salary access.

Fourth is an Equal Opportunity Employer. All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.