IT Service Delivery Manager (Retail) - 39 hours

Ref: 26706

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

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


We are seeking a dynamic IT Retail Service Delivery Manager  to be the primary point of contact for our Pets at Home Retail Technical Services

This role provides Service Management for Retail services delivered from IT Service Delivery. This includes owning the relationships with 3rd party IT partners, managing contracts for services, renewals and Service Improvement Plans, as well as delivering the strategy for the operational services delivered to support Retail colleagues.

Working closely with the Retail Technology Business Partner, leading on the delivery of Major Incident IT resolution to the Retail business and being a key conduit for escalation where resolution is protracted. Protecting service through the governance of change management impacting Retail services and assessing the impact of technical projects on Retail colleagues’ ability to deliver their roles successfully.

This is an operational leadership role which will provide senior leadership, strategy and direction for the Retail IT Service Desk support team, as well as working closely with the other business aligned Service Delivery Managers to ensure that provision of operational services is balanced, consistent and meets the needs and expectations of the business.

Due to the operational nature of this role it is required that Handforth presence would account for typically 60% of the week alongside regular travel to Retail stores across the UK.

Key Responsibilities

Service Relationship:

  • Act as the primary point of contact for our Retailfunction, ensuring high levels of customer service and cost-effectiveness in IT service management and operations.
  • Manage relationships with 3rd party IT partners, overseeing contracts, renewals, service reviews, and service improvement plans.
  • Monitor and manage KPIs produced by the IT service and operations team, maintaining consistent performance levels.
  • Collaborate with other IT Service Managers to drive Service Improvement Plans.
  • Serve as a key conduit for incident resolution and prioritize continuous service improvement.
  • Collaborate with IT and business teams to address key service challenges and prioritize improvements.
  • Potential for on-call duty as an escalation point within our senior IT Service Operation team.

Business Partnering:

  • Support our Technology Business Partner in developing technology strategy, solution discovery, risk management, and relationship management.
  • Embed within the Vets for Pets management team as a trusted technology advisor.
  • Translate business area strategy into clear requirements for IT teams to deliver high-quality solutions and services.
  • Represent IT capacity to ensure understanding of service expectations within the business area.

Project Delivery:

  • Support project activity within the delivery teams.
  • Collaborate with the business analysis team to articulate, prioritise, and understand project requests.
  • Mitigate change delivery risks, including quality assurance and business risk assessment for go-live.
  • Provide guidance and oversight to change teams delivering for the business area.

Skills / Competencies Required

  • Extensive experience in service management, partner management, people management, and project delivery.
  • Ideally, experience in a clinical environment.
  • Proficiency in managing technology service delivery within a complex business operating environment.
  • Customer-oriented approach with a focus on outcomes.
  • Proven experience in IT Service Management with business relationship or project/portfolio management experience.
  • Thorough understanding of technology and its application to business challenges.
  • Strong communication skills with the ability to articulate strategies, visions, and desired outcomes.
  • Ability to engage and influence key stakeholders.


  • ITILv4 certification is preferred.

Join Pets at Home and be part of our exciting journey to transform pet care. Apply now to contribute your expertise to our innovative and customer-focused team.

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours we want to hear from you!


Organisation: Pets at Home

Date Posted: 05-07-2024

Expiry Date: 06-08-2024