IT Service Delivery Manager

Based - St Albans, AL1 2RE OR Winchester SO23 8SR (Hybrid 50%)

Permanent, Full Time

Join Premier Foods — where people, brands and purpose come together.

We’re proud to be one of the UK’s largest listed food businesses, with over 4,000 colleagues across 13 sites shaping the future of some of Britain’s best‑loved brands, found in 94% of households nationwide, making us one of the UK’s top three ambient food suppliers. From much‑loved household names such as Mr Kipling, Bisto, Oxo, Batchelors and Sharwoods, to our recently welcomed brands Fuel10k and Merchant Gourmet, our portfolio is packed with iconic favourites — and continues to grow.

Role purpose 

We’re building out our Service Desk and Service Operations teams significantly, supported by a new IT leadership team focused on strengthening support capability, service performance, and the overall end-user experience across the business.

As part of this journey, we have a newly created key role as an IT Service Delivery Manager in which you will lead the service desk team.  This is a high‑impact role where you’ll shape the experience our colleagues have with IT every day—ensuring services are reliable, customer‑focused and aligned to business priorities, while leading with a mindset of growth, collaboration and continuous improvement. 

What you’ll be doing

• Owning end‑to‑end IT service delivery and operational performance across End User Services.
• Leading and managing Service Desk operations (Level 1 and Level 2), ensuring high‑quality incident resolution and request fulfilment.
• Owning Service Level Management, driving performance against SLAs, OLAs and KPIs.
• Taking accountability for end user experience, user satisfaction and continuous service improvement initiatives.
• Managing service design and transition into live operations, ensuring services are supportable and well‑documented.
• Leading vendor and supplier performance, service reviews and escalations.
• Owning IT Asset Management (hardware and software), financial operations and lifecycle management to ensure compliance and value for money. 
• Acting as a senior escalation point for service issues and supporting Major Incident Management as part of the duty rota.

What we need from you

• Proven experience in IT Service Delivery, IT Operations or End User Services leadership roles.
• Strong practical knowledge of ITIL 4 principles and ITSM processes. 
• Experience in leading Service Desk teams and managing third‑party service providers. 
• Demonstrable experience in Service Level Management and performance reporting.
• Strong stakeholder management skills, with the ability to influence at all levels.
• Experience working with ITSM platforms (for example, ServiceNow).

• ITIL 4 Managing Professional certification is desirable
• Experience in service transition, FinOps or regulated environments would be beneficial

What we offer you in return

• Competitive salary + car allowance
• Annual bonus scheme
• 25 days holiday + bank holidays
• Holiday Purchase Scheme
• Sharesave Scheme
• EV Car Scheme
• Pension & life assurance
• Private medical
• Access to wellbeing resources and colleague networks

At Premier foods we believe in inclusion, authenticity and individuality. We aim to ensure all existing and future colleagues are given equitable opportunities and are respected, valued and encouraged to bring their true authentic selves to work no matter who they are, what they look like, who they love or what they believe in. Our culture is one where everyone is welcome.

We're proud to be a Disability Smart employer and are committed to supporting disability inclusion throughout our recruitment process. If you experience any access issues or require reasonable adjustments at any stage, please let us know so we can ensure you have the support you need.