At a Glance
- Tasks: Lead IT service delivery, ensuring high-quality tech services and continuous improvement.
- Company: Join Weetabix, a diverse and inclusive company on an exciting growth journey.
- Benefits: Competitive salary, flexible working, and opportunities for professional development.
- Other info: Collaborative office culture with a focus on team connections and support.
- Why this job: Shape the future of technology service delivery in a dynamic environment.
- Qualifications: Experience in IT service delivery and knowledge of ITIL practices required.
The predicted salary is between 40000 - 50000 £ per year.
At Weetabix, we believe that diverse teams drive better ideas, stronger decisions, and a more inclusive workplace for everyone. We are 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 will 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 are 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.
Key responsibilities include:
- 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 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; therefore, we are seeking candidates who do not require sponsorship. We utilise our Preferred Agency Supplier Partners as and when we require additional support.
Service Delivery Manager - 12 Month FTC employer: WEETABIX LIMITED
Weetabix Limited is an exceptional employer, offering a dynamic work environment in Burton Latimer that fosters innovation and collaboration. With a strong focus on employee growth, the company provides extensive training opportunities and a comprehensive benefits package, including annual bonuses and flexible working policies, making it an ideal place for professionals seeking meaningful and rewarding careers in the FMCG sector.
