IT Service Delivery Manager

We are looking for an IT Service Delivery Manager to play a key role in shaping and delivering high-quality IT services across WSET. This is an exciting opportunity to lead service performance in a globally recognised organisation, ensuring our people have reliable, responsive support while driving excellence in supplier management and service delivery.

WSET exists to empower people and support the drinks industry from producer to consumer. Through our globally recognised qualifications in wines, spirits, beer and sake, we inspire learning and help individuals and businesses thrive at every stage of their journey. As the world’s leading provider of drinks qualifications, we deliver over 140,000 exams each year across more than 70 countries through our network of Approved Programme Providers (APPs). Our impact is global—and so are our people, with teams based in the UK, Australia, Canada, China, Hong Kong, Singapore and the USA.

At WSET, our culture is just as important as what we deliver. We value curiosity, encourage new ideas, and are committed to continually striving for better. We lead with empathy and foster a supportive, inclusive environment where people feel empowered to contribute, grow and make a real impact.

In this role, you will be the central point of accountability for IT service quality, supplier performance and user experience. You will work closely with colleagues across the organisation and external partners to ensure services run smoothly, continuously improve, and align with WSET’s strategic direction. This is a great opportunity for someone who enjoys building strong relationships, driving operational improvements, and making a visible difference.

• Manage third-party IT service providers, ensuring performance against agreed SLAs and KPIs, and holding suppliers accountable for delivery and continuous improvement.
• Act as the primary point of contact for internal stakeholders, managing service relationships, expectations, and escalations.
• Oversee the day-to-day delivery of IT services, ensuring system availability, performance, and effective resolution of incidents.
• Manage the IT operational budget, including procurement of hardware and software, ensuring cost-effective purchasing and lifecycle management of equipment (e.g. laptops, monitors and peripherals).
• Monitor service performance and identify trends, driving improvements to enhance user experience and service reliability.
• Support the implementation and maintenance of IT security controls and compliance with data protection requirements.
• Work with suppliers to identify opportunities to leverage automation and AI to improve service delivery and reduce operational cost.
• Support the transition of new or changed services into live operation, ensuring readiness and stability.

• Focus on IT service delivery, supplier management, and customer experience.
• Work collaboratively with colleagues and suppliers on technology strategy and transformation programmes.
• Work within the direction set by the Chief Information Officer and organisational strategic goals.
• Emphasis on service performance, cost control, and supplier accountability.

• Experience working within a global or multi-region organisation, with an understanding of supporting distributed teams and services across different time zones and cultural contexts.
• Familiarity with formal service management frameworks (e.g. ITIL certification or equivalent), with the ability to embed best practice into day-to-day operations.
• Experience contributing to or supporting technology or digital transformation programmes, particularly where services are evolving from in-house to outsourced or hybrid delivery models.
• Knowledge of contract negotiation and commercial supplier management, including reviewing terms, managing renewals, and ensuring value for money.
• Experience using IT service management (ITSM) tools (e.g. ServiceNow, Jira Service Management or similar) to manage incidents, requests, and reporting.
• Understanding of business continuity and disaster recovery planning, with experience supporting testing and readiness activities.
• Awareness of emerging technologies, including automation and AI-driven service improvements, and the ability to identify practical applications within IT operations.
• Coaching or mentoring experience, with the ability to develop team capability and promote a high-performance, service-oriented culture.
• A collaborative and adaptable approach, with the ability to navigate ambiguity and support change in a developing organisational landscape.

• Annual Leave - 27 days pa + public holidays, increases with service; ability to buy/sell 5 days
• Pension (Generous options available after three months)
• Health insurance (after three months): Vitality scheme - post probation - Access to virtual GP appointments, Rewards include Caffe Nero drinks, Cinema Tickets, Apple Watch, Cash Back on Waitrose shopping, 75% off at Champneys, 6 month subscription with HeadSpace, Discounted Weight Watchers membership and gyms, Smoking Cessation day worth £300 and half price health screens
• Eye voucher scheme
• Food and drink in the office Nespresso coffee makers and a range of other drinks, fruit, cereals, soups
• Season ticket loan scheme
• EAP 24/7 confidential help and support from trained counsellors and advisors
• Death in service 4x annual salary paid to nominees with associated bereavement support for family
• Enhanced family friendly leave and pay
• Cycle2Work scheme
• Development - WSET's in-house training and qualifications in Wines, Spirits, Sake and Beer as well as other professional development opportunities

DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned, at any time. Please note that any offer of employment, and ongoing employment, is subject to the successful completion of a background check by an independent third party. If you currently work for one of WSET’s Approved Programme Providers (APPs), your eligibility may be affected depending on your role and future plans—please feel free to discuss this with the hiring manager.