About Us
We are a dynamic and fast-growing hospitality business with over 150 restaurants across England, Ireland, and the US. Our London-based Head Office supports both restaurant operations and our expanding digital and customer experience capabilities. We are passionate about our restaurants and our guest experience. Technology plays a key role in delivering great service to our guests and empowering our teams.
Please make an application promptly if you are a good match for this role due to high levels of interest.
Role Overview
You will have a passion for technology and the role it plays in delivering world-class experiences for both our people and our guests. We're looking for an experienced Service Delivery Manager to take ownership of the consistent, high-quality delivery of IT services across our estate, with a particular focus on the operational performance of both our key Managed Service Provider (MSP) and non-MSP suppliers — including our front of house and back of house technology vendors.
Working closely with our Product Owners, Technical Managers, Commercial Manager, and external partners, you will ensure that services are reliable, secure, and aligned with business needs and contractual obligations.
You’ll proactively engage with stakeholders across our restaurants, and head office to understand pain points and opportunities — using that insight to shape service improvements and influence supplier performance.
This is a pivotal role in making sure our outsourced partners deliver the dependable, scalable technology our teams need to run smoothly — every day, in every location.
key accountabilities |
Service Management & Operations
* Own day-to-day service performance across all restaurant-facing IT services.
* Monitor and report on SLAs, KPIs, and service health for all technology suppliers (MSP and non-MSP).
* Manage the incident and problem lifecycle, ensuring timely resolution and root cause analysis for major issues.
* Lead service reviews and coordinate post-incident reviews and continuous improvement actions.
* Collaborate with Product Owners to prioritise operational fixes and stability improvements.
Supplier Oversight & Coordination
* Act as the operational point of contact for MSP and FOH/BOH vendors on service delivery matters.
* Coordinate cross-supplier collaboration to resolve multi-party incidents and issues.
* Escalate service performance issues appropriately and drive accountability from suppliers.
Change & Release Governance
* Support the Change Manager in reviewing and coordinating restaurant-impacting changes.
* Ensure changes are communicated effectively to business stakeholders and deployed with minimal disruption.
Stakeholder Engagement
* Maintain close working relationships with Product Owners and IT Business Partners to ensure services meet operational needs.
* Provide regular service performance updates to IT leadership and relevant governance forums.
* Support restaurants and head office staff during critical periods (e.g., trading peaks, major rollouts)
Reporting & Continuous Improvement
* Produce service dashboards and reports for internal and external stakeholders.
* Identify trends and opportunities to reduce incidents and improve service reliability.
* Lead service improvement initiatives and track delivery with suppliers.
key skills + experience |
Required:
* Proven experience in IT Service Delivery or IT Operations in a multi-vendor environment
* Strong understanding of ITIL processes (particularly Incident, Problem, Change, and Service Level Management)
* Background in hospitality, retail, or restaurant industry
* Excellent stakeholder engagement skills, especially with business-facing teams
* Experience working with or managing outsourced IT service providers
* Strong analytical and reporting skills (e.g., service dashboards, trend analysis)
Desirable:
* ITIL certification (Foundation or above)
* Experience with POS systems, payment technologies, or BOH platforms (e.g. Oracle, Fourth)
* Familiarity with service management tools (e.g., TopDesk)
Personal Attributes:
* Calm under pressure, with a focus on problem-solving and service recovery
* Pragmatic, collaborative, and delivery-focused
* Comfortable navigating complex supplier landscapes and operational challenges
* Customer-first mindset
wok's in it for you |
* a competitive annual salary
* discretionary 20% bonus opportunity per year
* hybrid working model
* £200 wagamama food allowance
* private healthcare
* pension contribution
* 25 days holiday + all bank holidays
* various discount across retail, hospitality + leisure
* family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay