Job description

Job description

  • Department:
  • Job Type:
    Full Time
  • Number of Hours:
    37.5 hrs
  • Working Pattern:
    Mon - Fri, 8:45am - 17:15pm
  • Contract Type:
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IT Service Delivery Manager (13974)

Job Title:  Service Delivery Manager


Job Type: Permanent


Location: Nuneaton / Remote


Hours: 37.5 hrs


Salary:  £Competitive + Company Benefits


The Role

As a talented individual who has come from an IT Services background, you will be passionate about Service Management, DevOps and aware of working with Cloud based solutions and technology (AWS/Azure).

You will be an expert in IT Services and Operations; and will be expected to take the lead in a variety of team-oriented service operation projects and activities. You will be expected to work closely with internal and external stakeholders to deliver complex solutions as we transition from our service partner environment to an internally managed cloud environment; as well as supporting and maintaining the current systems while they are migrated. 

Your responsibilities:

This role is aimed at bridging the gap between traditional IT Operations and Services, and modern DevOps practices. As such the roll is as much as about “keeping the business running and keeping it safe” as developing new capabilities to support the future operating model. Consequently, this is a key member of the IT Operations team, which will report to the IT Incident & Service Manager.

You will help design, build and maintain modern robust automated service operations which will provide the foundation for our DevOps strategy, linking both our worldwide retail and corporate estates.

Duties to include:

  • Manage service incidents during the day and outside of office hours
  • Owner of the Incident, Problem, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Take accountability for the transition of new or changed services into BAU
  • Ensure all process comply within internal security and technology standards.
  • Maintain Service Catalogue and associated SLAs & OLAs
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
The Person

Qualities and Skills required

  • Experience of managing the performance of 3rd parties their delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Excellent written and verbal communication skills
  • Strong analytical skills – anticipate and respond accordingly to emerging trends
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility
  • Able to manage sensitive and sometimes confidential information
  • Positive attitude recommending new ideas and ways of working to drive efficiencies of existing processes and procedure through the use of existing tools.
  • Support the team and cover out of hours as duty manager – managing multiple major incidents during business hours and out of hours (On-call 24x7 – rota based)


  • ITILv4 foundation
  • DevOps background
  • Incident & Major Incident Management Background
  • Experience using JIRA, Confluence & ServiceNow
The Company

Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…



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