The ICT Service Delivery Manager is responsible for the end-to-end ICT service delivery across the business, with specific accountability for 1st and 2nd line support. The role focuses on improving service consistency, responsiveness, and operational discipline across stores, head office, and support teams.

Responsibilities : 

Service Delivery Ownership

• Own ICT service delivery for 1st and 2nd line support.
• Act as single point of accountability for service performance.
• Ensure predictable and measurable service outcomes.

SLA and KPI Management 

• Define, track, and enforce SLAs.
• Monitor response times, resolution times, backlog health, and repeat incidents.
• Drive corrective action where service levels are missed.

Incident and escalation management 

• Own major incident management.
• Ensure root cause analysis and preventative actions.
• Reduce repeat incidents through structured problem management.

 Process, governance and continuous improvement

• Implement and enforce SOPs.
• Align practices to ITIL.
• Drive continuous service improvement.

 Team leadership and capability

• Lead and develop 1st and 2nd line teams.
• Set accountability and escalation standards.
• Build a performance-driven service culture.

 Vendor management

• Manage vendor service delivery and SLAs.
• Conduct vendor performance reviews.
• Escalate and resolve service failures.

 Reporting and executive visibility

• Produce weekly and monthly service reports.
• Translate technical metrics into business insights.

 Retail and store operations alignment

• Support trading continuity and revenue protection.
• Work closely with Operations, Finance, and Franchise teams.

Requirements : 

• 6+ years ICT operations experience.
• 3+ years managing support teams.
• ITIL Foundation required.
• Retail or multi-site experience preferred.