Service Delivery Manager
Location: London Bridge (Hybrid, 3 days on-site)
Salary: Up to £80,000 + Bonus + Excellent Benefits
A leading, high-growth hospitality brand is seeking an experienced Service Delivery Manager to join their technology team. This is a fantastic opportunity to play a pivotal role in shaping IT service delivery and supplier performance across a fast-paced, multi-site environment.
This role is responsible for the consistent, high-quality delivery of IT services across the UK estate. You will take ownership of service performance, supplier management, and continuous improvement - ensuring that systems supporting both front and back of house operations run seamlessly.
You’ll work closely with Product Owners, Business Stakeholders, and external vendors, driving governance, collaboration, and service excellence across a complex supplier landscape.
Own and manage day-to-day service performance across all restaurant-facing IT services.
Act as the primary contact for key suppliers - particularly Vista, Oracle, and Fourth - ensuring effective coordination and accountability.
Establish a governance structure for service reviews, continuous improvement, and supplier collaboration.
Lead service reporting, SLA tracking, and root cause analysis for major incidents.
Work closely with Product and Business Owners to align service delivery with operational needs.
Drive operational stability, problem management, and proactive issue prevention.
Support change and release governance for restaurant-impacting changes.
Proven experience in IT Service Delivery or IT Operations within a hospitality or multi-site retail environment (hospitality strongly preferred).
Experience in proactively managing multi-vendor environments, particularly Vista, Oracle, and Fourth.
Strong understanding of ITIL processes (Incident, Problem, Change, and Service Level Management).
This is an exciting opportunity to join a respected hospitality brand where your expertise will directly impact service quality and customer experience across the UK and beyond.