Salary: £45,000 - 50,000 per year Requirements: Proven experience (3 years) in Service Delivery Management, IT Operations, or related roles within complex or multi-vendor environments. Strong knowledge of ITIL principles and practical experience in IT Service Management (ITSM) processes. Demonstrated ability to manage and optimise third-party supplier relationships. Excellent stakeholder management and communication skills, able to influence across technical and business teams. Experience in incident, problem, and change management, with a focus on stability and continuous improvement. Strong analytical and reporting skills, using data to drive performance insights and decisions. Demonstrated track record of improving service reliability and operational efficiency. Ability to prioritise effectively and manage multiple workstreams in a fast-paced environment. ITIL v4 Practitioner or higher certification (desirable). Prince2, AgilePM, or similar project management qualification (desirable). Knowledge of ISO 27001, Cyber Essentials, or PCI-DSS frameworks (desirable). Degree in IT, Business, or related discipline (desirable). Experience working in regulated or enterprise-scale environments (e.g., finance) (desirable). Familiarity with ServiceNow, Jira Service Management, or similar ITSM platforms (desirable). Background in technology, information security, or infrastructure operations (desirable). Exposure to vendor governance frameworks and contract lifecycle management (desirable). Experience leading or contributing to continuous improvement, automation, or service transformation programmes (desirable). Responsibilities: Ensure consistent, high-quality delivery of technology and business services in line with agreed SLAs and KPIs. Monitor end-to-end service performance, proactively identifying risks, bottlenecks, and areas for improvement. Maintain clear visibility of incident, problem, and change management processes to ensure stability and efficiency. Manage relationships with third-party suppliers, ensuring performance aligns with contractual SLAs and service expectations. Lead regular service reviews with vendors, ensuring compliance, value for money, and continuous improvement. Oversee contract renewals, pricing negotiations, and escalation of supplier issues when required. Act as the primary point of contact for service-related matters, ensuring transparent communication and strong relationships with internal stakeholders. Provide regular service performance reporting and updates to leadership and business teams. Translate business priorities into service delivery objectives, ensuring alignment between IT operations and business outcomes. Produce and present performance dashboards, service trend reports, and improvement plans. Track and communicate SLA performance, incident response times, and customer satisfaction levels. Use data insights to identify and act on opportunities for efficiency and service optimisation. Technologies: Support ITIL ITSM JIRA Security ServiceNow More: At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution. We empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts through an empathetic and customer-centric approach that is at the heart of our success. We offer a competitive salary of £45,000 - £50,000 DOE, with the potential for an annual bonus of up to 20%. This role is based in our Blackpool office with flexible and hybrid working arrangements. You will have the chance to complete formal qualifications and learn on the job in a successful, growing organisation, alongside many benefits that support your wellbeing and professional development. last updated 17 week of 2026