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Service Delivery Manager - 12 FTC
WeetabixInformation Technology Service Delivery Manager ensuring high-quality technology services across the organization at Weetabix. Overseeing service delivery lifecycle while driving performance and improvements.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management (ITSM) and ITIL practices, focusing on service delivery, incident management, and continuous improvement. Capable of engaging stakeholders and driving performance enhancements through data analysis and effective communication.
Highest-signal resume keywords
ITIL CertificationIncident ManagementService Performance InsightsStakeholder EngagementContinuous Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Service DeliveryService ManagementData InterpretationChange ManagementProblem ManagementService ReportingCloud TechnologiesDigital WorkflowsAutomationVendor Management
Soft Skills
Organisational SkillsTeamworkProblem-SolvingInfluencing Skills
Tools & Technologies
ITSM ToolConfiguration Management Database (CMDB)
Certifications & Qualifications
ITIL Certification
Industry Keywords
FMCG EnvironmentService Level AgreementsKey Performance IndicatorsDigital Transformation
Tech Stack
Tools & technologiesCloudITSM
About the role
Key responsibilities & impact- Ensure all Information Technology services meet Service Level Agreements, Key Performance Indicators, and quality standards, with a strong focus on end-user experience
- Monitor service performance, proactively identifying risks and guiding escalations to ensure fast, effective resolution.
- Incident management, including major incident meetings and clear communication across stakeholders
- Oversee problem and change management to ensure root causes are resolved and all changes are well planned, risk assessed, tested, and communicated
- Produce and present clear service performance insights, highlighting trends, risks, and improvement opportunities from a customer-focused perspective
- Partner with stakeholders to deliver small-scale improvements across infrastructure, networks, and digital workplace solutions, aligned to business priorities
- Coordinate planned service activities, including outage windows, to minimise disruption
- Drive continuous improvement to enhance service reliability, efficiency, and user satisfaction
- Embed best practice service management aligned to Information Technology Infrastructure Library (ITIL), including incident, request, problem, change, configuration management database (CMDB), and knowledge management
- Own service reviews and ensure actions are delivered and embedded into ongoing operations, including smooth onboarding of new services into business-as-usual
- Own and evolve the Information Technology Service Management (ITSM) tool and roadmap to meet business needs.
- Guide the future service model by enabling digital transformation, cloud adoption, automation, and a proactive, data-led service culture
Requirements
What you’ll need- Proven experience in IT service delivery or service management roles
- ITIL certification or equivalent service management qualification
- Insight of ITIL practices and recognised service management frameworks
- Experience guiding small programs or service improvement initiatives
- Experience managing incidents and guiding service-related communication
- Good awareness of modern workplace, cloud, and infrastructure technologies
- Ability to interpret data, produce service reports, and drive performance improvements
- Organisational, teamwork, and problem-solving skills
- Ability to engage and influence stakeholders across the business
- Exposure to ITSM tool governance and configuration (Preferred)
- Experience operating within a fast-paced FMCG environment (Preferred)
- Knowledge of automation, digital workflows, and service digitisation (Preferred)
- Vendor / supplier management experience (Preferred)
Benefits
Comp & perks- Competitive salary & Annual Flexible benefits
- Annual bonus
- Double-matched pension scheme (up to 12% from us)
- 25 days annual leave increasing with service
- Annual Salary review
- Healthcare plan
- Discounted Weetabix products
- Continued investment in your personal development
- Additional annual leave purchase options
- 24/7 counselling service (via Grocery Aid partnership)
- Flexible Work Opportunities
- Enhanced Maternity / Paternity / Adoption Leave
- Additional Time Off for Fertility Treatment and Neonatal Care
- Working Parents Support Group
- Fully stocked kitchens with delicious products