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- Tasks: Manage IT service delivery across our restaurants, ensuring high-quality performance and stakeholder engagement.
- Company: Join a fast-growing hospitality business with over 150 restaurants in England, Ireland, and the US.
- Benefits: Enjoy a competitive salary, hybrid work, food allowance, private healthcare, and generous holiday.
- Why this job: Be part of a dynamic team that values technology and guest experience in a vibrant industry.
- Qualifications: Proven IT Service Delivery experience, strong ITIL knowledge, and excellent stakeholder engagement skills required.
- Other info: Hybrid working model and family-friendly policies make this role appealing for all.
The predicted salary is between 36000 - 60000 £ per year.
We are a dynamic and fast-growing hospitality business with over 150 restaurants across England, Ireland, and the US. Our London-based Head Office supports both restaurant operations and our expanding digital and customer experience capabilities. We are passionate about our restaurants and our guest experience. Technology plays a key role in delivering great service to our guests and empowering our teams.
We are looking for an experienced Service Delivery Manager to take ownership of the consistent, high-quality delivery of IT services across our estate, with a particular focus on the operational performance of both our key Managed Service Provider (MSP) and non-MSP suppliers — including our front of house and back of house technology vendors.
Working closely with our Product Owners, Technical Managers, Commercial Manager, and external partners, you will ensure that services are reliable, secure, and aligned with business needs and contractual obligations. You’ll proactively engage with stakeholders across our restaurants and head office to understand pain points and opportunities — using that insight to shape service improvements and influence supplier performance.
Service Management & Operations- Own day-to-day service performance across all restaurant-facing IT services.
- Monitor and report on SLAs, KPIs, and service health for all technology suppliers (MSP and non-MSP).
- Manage the incident and problem lifecycle, ensuring timely resolution and root cause analysis for major issues.
- Lead service reviews and coordinate post-incident reviews and continuous improvement actions.
- Act as the operational point of contact for MSP and FOH/BOH vendors on service delivery matters.
- Escalate service performance issues appropriately and drive accountability from suppliers.
- Support the Change Manager in reviewing and coordinating restaurant-impacting changes.
- Ensure changes are communicated effectively to business stakeholders and deployed with minimal disruption.
- Maintain close working relationships with Product Owners and IT Business Partners to ensure services meet operational needs.
- Provide regular service performance updates to IT leadership and relevant governance forums.
- Support restaurants and head office staff during critical periods.
- Produce service dashboards and reports for internal and external stakeholders.
- Identify trends and opportunities to reduce incidents and improve service reliability.
- Lead service improvement initiatives and track delivery with suppliers.
Proven experience in IT Service Delivery or IT Operations in a multi-vendor environment. Strong understanding of ITIL processes (particularly Incident, Problem, Change, and Service Level Management). Background in hospitality, retail, or restaurant industry. Excellent stakeholder engagement skills, especially with business-facing teams. Experience working with or managing outsourced IT service providers. ITIL certification (Foundation or above). Familiarity with service management tools. Calm under pressure, with a focus on problem-solving and service recovery.
Benefits include a competitive annual salary, discretionary 20% bonus opportunity per year, hybrid working model, £200 wagamama food allowance, private healthcare, pension contribution, 25 days holiday + all bank holidays, various discounts across retail, hospitality + leisure, and a family-friendly policy where any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay.
Contact Detail:
Wagamama Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager - ITIL
✨Tip Number 1
Familiarise yourself with ITIL processes, especially Incident, Problem, Change, and Service Level Management. Being able to discuss these concepts confidently during your interactions will demonstrate your expertise and understanding of the role.
✨Tip Number 2
Network with professionals in the hospitality and IT service delivery sectors. Attend industry events or join relevant online forums to connect with people who can provide insights into the company culture and expectations for the Service Delivery Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery in previous roles. Highlight your experience with managing multi-vendor environments and how you’ve successfully engaged stakeholders to enhance service performance.
✨Tip Number 4
Research the company’s current technology stack and any recent initiatives they’ve undertaken. This knowledge will allow you to tailor your conversations and show that you’re genuinely interested in contributing to their goals.
We think you need these skills to ace Service Delivery Manager - ITIL
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Delivery and Operations, particularly in a multi-vendor environment. Emphasise your understanding of ITIL processes and any specific achievements in managing service performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the hospitality industry and how technology enhances guest experiences. Mention specific examples of how you've improved service delivery or resolved issues in previous roles.
Showcase Stakeholder Engagement Skills: Demonstrate your excellent stakeholder engagement skills by providing examples of how you've successfully collaborated with various teams. Highlight your ability to communicate effectively with both technical and non-technical stakeholders.
Highlight Relevant Certifications: If you have an ITIL certification, make sure to mention it prominently in your application. This will show that you have a solid foundation in the necessary processes and can bring valuable expertise to the role.
How to prepare for a job interview at Wagamama
✨Understand ITIL Processes
Make sure you have a solid grasp of ITIL processes, especially Incident, Problem, Change, and Service Level Management. Be prepared to discuss how you've applied these in previous roles, as this will demonstrate your expertise in service delivery.
✨Showcase Stakeholder Engagement Skills
Highlight your experience in engaging with various stakeholders, particularly in a hospitality or restaurant context. Share specific examples of how you've identified pain points and implemented service improvements based on stakeholder feedback.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills under pressure. Think of past incidents you've managed and be ready to explain your approach to resolution and root cause analysis.
✨Familiarise Yourself with the Company
Research the company’s operations, values, and technology stack. Understanding their business model and how technology enhances guest experiences will help you tailor your responses and show genuine interest in the role.
