Head of Service (Service Management, EUC, Infrastructure & Application Support) - 39 hours

Ref: 13118

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF


Location: Office based working from our Handforth Support Office for 2 to 3 days a week


About the role

The Head of Service Delivery will manage the Service Desk, 1st & 2nd Line, Infrastructure, Application Support, Service Management & IT Operations for the Pets at Home Group supporting our Pet Care Centres, Support Offices and Distribution Centres.

The role will report into the Group CIO, sound commercial knowledge and understanding is required; alongside comfort levels in, and experience of, working as part of a senior leadership team.


  • Work closely with the Senior IT Leadership team, Business Functions Directors and other key stakeholders to define, prioritise and deliver IT services and governance and best practice.
  • Implement strategic and operational plans for on-going delivery of IT support services.
  • Develop, implement, and maintain IT Service Management policies and processes.
  • Oversight of the Infrastructure, cloud services and Service Desk Support Teams.
  • Adopt where appropriate ITIL best practice, adapting to meet the needs of a fast-moving commercial business
  • Be commercially minded and work in close collaboration with other teams
  • Responsible for governance meetings with stakeholders and manage escalations in Service delivery with internal and external stakeholders
  • Drive IT service management, development, and management of the IT governance.
  • Responsible for internal IT policies and processes.
  • Responsible for continuous service improvement

Experience Required

  • Proven Service Delivery Management Experience.
  • Good knowledge of ITIL processes
  • Excellent stakeholder management skills
  • Commercially minded, customer focussed
  • Experience working within the retail Industry or outsourced third party supplier.
  • ITIL qualified with knowledge of implementing and managing service management disciplines.

Our diversity and inclusion vision is that everyone is welcome and feels part of our group. If you think you’re a good match to what we are looking for, and you share our belief that together ‘we’re better with pets’, we’d like to hear from you, whatever your background or circumstances.


Application deadline: Friday 9th December


Organisation: Pets at Home

Date Posted: 18-11-2022

Expiry Date: 10-12-2022