Service Delivery Manager - 12 FTC

At Weetabix, we believe that diverse teams drive better ideas, stronger decisions, and a more inclusive workplace for everyone. We're committed to building an organisation where people from all walks of life feel they belong, where different voices, experiences, and backgrounds are valued and respected.

Closing date: 28th July

Interview process: TEAMS followed by Face to Face at our site in Burton Latimer.

Working pattern: You'll spend three days a week in the office, creating great opportunities to collaborate, strengthen team connections and build high-impact working relationships face to face. We're happy to make reasonable adjustments throughout the recruitment process. Just let us know how we can support you.

Weetabix is on an exciting growth journey, and many of the opportunities we are recruiting for are newly created roles. These positions reflect our investment in people, capabilities and innovation as we continue to build for the future.

The Recipe (About the Role)

The Information Technology Service Delivery Manager plays a key role in ensuring high-quality, reliable, and customer-focused technology services across the organisation. This position is responsible for overseeing the full service delivery lifecycle, driving performance, and continuously improving services to meet defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and evolving business needs. As the organisation grows and increases its reliance on advanced technologies, this role is critical in enabling service resilience, operational excellence, and a seamless digital experience.

The postholder will advocate Information Technology Infrastructure Library (ITIL) best practice, modern service management approaches, and data-led decision-making. Balancing day-to-day operational excellence covering incident, problem, change, and communication management with longer-term service maturity, tooling strategy, and continuous improvement, this role is essential in shaping the future of technology service delivery.

• Ensure all Information Technology services meet Service Level Agreements, Key Performance Indicators, and quality standards, with a strong focus on end-user experience.
• Monitor service performance, proactively identifying risks and guiding escalations to ensure fast, effective resolution.
• Incident management, including major incident meetings and clear communication across stakeholders.
• Oversee problem and change management to ensure root causes are resolved and all changes are well planned, risk assessed, tested, and communicated.
• Produce and present clear service performance insights, highlighting trends, risks, and improvement opportunities from a customer-focused perspective.
• Partner with stakeholders to deliver small-scale improvements across infrastructure, networks, and digital workplace solutions, aligned to business priorities.
• Coordinate planned service activities, including outage windows, to minimise disruption.
• Drive continuous improvement to enhance service reliability, efficiency, and user satisfaction.
• Embed best practice service management aligned to Information Technology Infrastructure Library (ITIL), including incident, request, problem, change, configuration management database (CMDB), and knowledge management.
• Own service reviews and ensure actions are delivered and embedded into ongoing operations, including smooth onboarding of new services into business-as-usual.
• Own and evolve the Information Technology Service Management (ITSM) tool and roadmap to meet business needs.
• Guide the future service model by enabling digital transformation, cloud adoption, automation, and a proactive, data-led service culture.

The Ingredients (What we need from you)

• Proven experience in IT service delivery or service management roles.
• ITIL certification or equivalent service management qualification.
• Insight of ITIL practices and recognised service management frameworks.
• Experience guiding small programs or service improvement initiatives.
• Experience managing incidents and guiding service-related communication.
• Good awareness of modern workplace, cloud, and infrastructure technologies.
• Ability to interpret data, produce service reports, and drive performance improvements.
• Organisational, teamwork, and problem-solving skills.
• Ability to engage and influence stakeholders across the business.
• Preferred Exposure to ITSM tool governance and configuration.
• Experience operating within a fast-paced FMCG environment.
• Knowledge of automation, digital workflows, and service digitisation.
• Vendor / supplier management experience.

Your Bowl of Perks (Benefits)

• Competitive salary & Annual Flexible benefits.
• Annual bonus.
• Double-matched pension scheme (up to 12% from us).
• 25 days annual leave increasing with service.
• Annual Salary review.
• Healthcare plan.
• Discounted Weetabix products.

To support our employees, we also offer:

• Continued investment in your personal development.
• Balance, whether it's for family, rest or simply time for you. As well as your holiday entitlement, you can purchase up to 5 days of additional annual leave.
• Access to 24/7 counselling service (via Grocery Aid partnership).
• The freedom of Flexible Work Opportunities.
• Enhanced Maternity / Paternity / Adoption Leave.
• Additional Time Off for Fertility Treatment and Neonatal Care.
• Working Parents Support Group.
• Fully stocked kitchens filled with our delicious products for you to enjoy.

To learn more about life at Weetabix, visit our careers page: https://careers.weetabixfoodcompany.co.uk/

Please note: We benchmark roles based on your skills and experience, so we do not advertise fixed salary ranges. Unfortunately, we are unable to provide sponsorship for this position; therefore, we are seeking candidates who do not require sponsorship. We utilise our Preferred Agency Supplier Partners as and when we require additional support.