IT Service Delivery Lead — Flexible Hours & Growth in Swansea

Born in a Welsh barn in 1997, TOAST has grown from loungewear and nightwear to become a unique lifestyle brand, creating and curating simple, functional, beautiful clothing, home ware and editorial. TOAST is renowned for its thoughtful, contemporary design and commitment to traditional textiles and craftsmanship. TOAST has studios in both London and Swansea and is one of the very few UK clothing brands with its own full pattern room. TOAST has shops throughout the UK and an online shop www.toa.st.

The emphasis within the TOAST workplace is:

• Thoughtfulness - In all we say and do. We foster a slower and more thoughtful approach for the benefit of people and the planet.
• Simplicity - Our creative approach is purposefully simple without sacrificing on functionality.
• Creativity - We embrace the use of imagination, experimentation, innovation and dynamic thinking to formulate original ideas.
• Integrity - We are honest, genuine and transparent. Our community trusts us to do the right thing.
• Courage - We strive to lead the way with brave choices and challenging discussions to encourage and inspire others.

As part of the TOAST team, you are a catalyst for the brand’s successes. To realise our ambitions, we need you to share our interests and values, have an enthusiasm for TOAST itself as well as a deep knowledge and love of your own specialist area. In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction, including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world.

We are seeking an experienced IT Service Delivery Lead to oversee and coordinate the delivery of IT support services across our organisation. The successful candidate will be responsible for managing technical support teams, ensuring efficient resolution of IT issues, and maintaining high levels of customer satisfaction. This role requires a strong understanding of computer networking, operating systems, and IT support tools, along with excellent communication skills to liaise effectively with both technical teams and end-users.

The IT Service Delivery Lead is responsible for the quality, consistency and effectiveness of IT service delivery across TOAST. This role ensures the service desk operates efficiently, that support processes are well documented and standardised. The role drives continuous service improvement and manages user awareness training across the business.

Responsibilities:

• Own and manage the IT helpdesk queue, including the triage, prioritisation, assignment and escalation of tickets.
• Monitor and drive service levels, including SLAs, backlog, ticket ageing and quality of responses.
• Set and maintain standards for end-user communication, including templates and structure.
• Establish and maintain simple service routines such as daily backlog reviews and regular ticket health checks.
• Evaluate and select appropriate cloud-based helpdesk platforms and manage system migrations where required.
• Analyse support trends to identify recurring issues and enable root-cause remediation.
• Own the end-to-end incident management process, including response, escalation, and reporting.
• Lead, coach and support IT Analysts through regular one-to-ones, annual reviews and ongoing development.
• Support onboarding of new team members and promote consistent support practices.
• Mentor team members to build capability, confidence and service excellence.
• Produce regular service reporting covering ticket volumes, performance against SLAs, backlog and recurring themes.
• Drive continuous improvement initiatives including self-service, automation and process simplification.
• Review third-party and platform release notes and coordinate required actions or communications.
• Identify opportunities to automate processes, including use of Microsoft Copilot and other AI tooling.
• Coordinate procurement and administration of IT equipment and services once approvals are in place.
• Support IT requirements for new store openings.
• Track orders and maintain basic asset and inventory records.
• Provide hands-on technical support, particularly during peak periods.
• Oversee in house systems monitoring and error handling.
• Help provide support.
• This role is not a full project management function but supports project readiness, adoption and stabilisation.
• Own the IT documentation framework, including templates, structure, naming conventions and review cadence.
• Create and maintain clear step-by-step guides and knowledge base articles covering support, applications and infrastructure processes.
• Work collaboratively with Applications and Infrastructure teams to capture processes accurately and ensure technical validation.
• Maintain a central, up-to-date source of truth for IT documentation.
• Contribute to the development and improvement of IT policies and processes.
• Identify training and documentation gaps based on recurring queries and address them proactively.

Required experience/skills:

• Proven experience in IT service delivery or service desk management.
• Level 3 or 4 ICT Diploma or equivalent.
• 4+ years in an IT Support role.
• 2+ years in a Helpdesk lead role.
• Strong understanding of ITIL-aligned support practices and service improvement.
• Experience in leading and mentoring support teams.
• Excellent communication skills with a strong focus on end-user experience.
• Strong documentation and process design capability.
• Experience of using CoPilot and have knowledge of AI.
• Ability to analyse trends and drive practical, continuous improvement.
• A positive collaborative and proactive approach, aligned to TOAST values.

DASH Cycle to Work scheme Access to Health Assured employee assistance programme