Salary: £60,000 - 65,000 per year Requirements: Proven experience working as an IT Service Delivery Manager / IT Service Manager / IT Service Desk Manager in a fast-paced environment Logical sound approach to IT Support and troubleshooting Strong ability to develop customer relationships at all levels Excellent understanding of ITIL principles, including Incident, Request, Problem, and Change management Excellent understanding of Microsoft Office 365 and Microsoft Intune Experience of Microsoft CoPilot and other AI tools Previous experience leading a team of Service Desk Analysts including coaching and developing team members Previous hospitality, entertainment, or retail sector experience is preferred Responsibilities: Manage the IT Service Desk in alignment with ITIL principles Oversee configuration and deployment management for end-user compute estate Handle business relationship management including SLA/SLR/OLA, service reports, complaints, and CSAT Manage supplier relationships including SLA reviews, contract review, supplier processes, and documentation Conduct tender and commercial management including IT procurement and negotiations Support the drive of Digital Transformation and AI adoption within the business Carry out reviews of documentation and processes to ensure they are up to date and relevant, managing through change control procedures Advise on the latest technologies and innovations that will enhance business IT systems Technologies: AI Copilot Support ITIL Microsoft Intune Office 365 More: We are a well-known retail, hospitality, and entertainment brand operating on a global scale, headquartered in Birmingham with offices and sites throughout the UK. We offer a competitive salary between £55,000 and £65,000, a £7,500 car allowance, up to 20% bonus, and extensive benefits. Our team is close-knit and highly skilled, driving initiatives in Digital Transformation and AI adoption. last updated 16 week of 2026