IT Service Delivery Manager - Retail or Hospitality Industry experience required.
Birmingham (Hybrid) | £65 000 - £70 000
An established, highly regulated, customer-facing organisation operating across 30+ UK sites, online platforms, and hospitality services is looking for an IT Service & Digital Transformation Manager to take ownership of service stability and lead the next phase of digital and AI enablement.
This is a hands-on leadership role with real influence, sitting at the intersection of IT service management, people leadership, suppliers, and transformation delivery.
If you enjoy stabilising complex services while modernising how technology creates value, this role is designed for you.
The Opportunity
This role has a 70/30 split between:
* IT service operations, and
* Digital and AI-led transformation
The organisation has started its AI journey, creating momentum but now needs a someone who can turn experimentation into operational value, with strong governance, realism, and measurable outcomes.
You will report directly to the Director of IT Operations & Security, manage an in-house Service Desk function, and have autonomy to challenge, redesign, and improve how services are delivered.
What You'll Be Responsible For:
IT Service Management & Operations
* Full ownership of the Service Desk and End User Computing estate across distributed UK sites
* Leading service stability during migration to Halo ITSM
* Driving SLA performance, visibility, and continuous service improvement
* Ensuring consistent, high-quality end-user experience in a 24/7, customer-facing environment
* Operating within ITIL-aligned frameworks
Digital & AI Transformation
* Building and maintaining an AI inventory (tools, pilots, shadow usage)
* Defining and embedding an AI playbook covering governance, guardrails, and value cases
* Scaling Microsoft Copilot beyond early adopters
* Demonstrating tangible ROI from AI initiatives
* Playing a central role in a newly formed AI Working Group
* Moving AI from "interesting" to genuinely useful and trusted
People Leadership
* Leading through a Service Desk Team Lead (6 direct reports in total)
* Upskilling the team and creating a stronger service identity
* Promoting collaboration, visibility, and trust
* Providing clear direction without silos
Suppliers & Commercials
* Managing multiple strategic suppliers
* Supporting contracts, procurement, and tenders
* Driving value, cost control, and smarter tooling decisions without degrading service
Please apply or reach out directly - ryan.dalylafosse