📢 From contracts to continuity... have you got it covered? If so, great! As Perch are now looking for a IT Service & Supplier Manager to join the team.
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.
Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer‑centric approach that is at the heart of our success.
🚶Could this be the next step in your career?
As the IT Service & Supplier Manager, you will take ownership of the service performance of our operational suppliers, ensuring services meet agreed service levels, deliver business value, and comply with all regulatory and security standards. You will manage the relationships and contracts with key suppliers and partners, driving accountability, optimisation, and alignment with organisational priorities.
This is a strategic and operational role that requires both technical understanding and commercial acumen. You’ll act as the bridge between internal teams, business stakeholders, and suppliers, ensuring services are reliable, cost‑effective, and continuously improving.
🗓So, what will your day‑to‑day look like?
Service Performance & Delivery Oversight
* 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.
Reporting & Metrics
* 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.
👆 Does this sound like you?
* 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.
* Knowledge of ISO 27001, Cyber Essentials, or PCI‑DSS frameworks.
* Degree in IT, Business, or related discipline.
* Experience working in regulated or enterprise‑scale environments (e.g., finance).
* Familiarity with ServiceNow, Jira Service Management, or similar ITSM platforms.
* Background in technology, information security, or infrastructure operations.
* Exposure to vendor governance frameworks and contract lifecycle management.
* Experience leading or contributing to continuous improvement, automation, or service transformation programmes.
⌛ The Application Timeline
* A first stage video call with the internal recruitment team (15 minute call)
* A face to face or video call with the hiring manager (45 minutes - 60 minutes)
Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.
If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.
🎉 Why you should be EXCITED to apply…
* ÂŁ45,000 - ÂŁ50,000 DOE, + up to 20% of your annual salary, paid as a bonus.
* This role is based at our Blackpool office.
* 37.5 hours per week. We offer flexible and hybrid working between our core hours of 8am- 6pm, Monday to Friday.
* The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
* And many more benefits to support your wellbeing and professional development.
So, what are you waiting for? Submit your application today.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.
PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.
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