Lead Service Delivery Manager

At Specsavers, we change lives through better sight and hearing. We’re loved by customers for outstanding value, and we’re building a place where colleagues are proud to belong as our business grows. If you’re a people‑first leader who brings clarity to complex operations and turns data into decisions, you’ll feel right at home here.

Service Delivery is the bridge between our Operations function and each Value Stream. We’re the focal point that understands every stream’s goals, opportunities and challenges. We safeguard service availability, anticipate critical periods of change, and bring the right operational services to the right place at the right time.

As our Lead Service Delivery Manager, you’ll guide a team that keeps the Service Delivery engine running smoothly. You’ll maintain a clear view of operational service status by Value Stream, ensure improvement plans stay on track, and work closely with Service Delivery Managers to resolve issues quickly and well. Day to day, you’ll set direction and coach the team, create space for collaboration and continuous improvement, and keep everyone aligned through regular conversations and check‑ins. You’ll partner with IT Operations leadership and SDMs to spot what’s coming next and shape forward‑thinking strategies—whether that’s smarter automation, stronger knowledge management or practical “shift left” initiatives that help colleagues help themselves.

You’ll take ownership of the story our data tells. That means overseeing how we collect and maintain service performance information, making sure our dashboards are automated and useful, and surfacing trends and insights that influence real decisions. You’ll coordinate the rhythm of the operation—bringing people together for the right meetings and workshops, working with third‑party partners to uphold quality and timeliness, and analysing service request queues so blockers become actions. You’ll track initiatives, escalations and resolutions with a calm hand, keeping momentum until the job is done. And you’ll look for simple, confident ways to improve processes so service quality rises, waste falls, and colleagues have a better experience.

This is a chance to shape how Operations supports our Value Streams and, ultimately, how our stores and support teams serve customers. You’ll influence priorities, make data meaningful, and help talented people grow. You’ll balance short‑term delivery with long‑term improvement, and you’ll see the impact of your work in more reliable services, smoother change and happier teams.

You’ll likely bring experience leading and developing teams in an IT service environment, a strong grasp of ITIL across multi‑technology landscapes, and the organisation and analytical mindset to keep many moving parts in order. You’re comfortable defining and tracking KPIs, commercially aware when it comes to third‑party contracts, and confident communicating with different audiences. You think strategically, act pragmatically, and use service management tools and data analysis to guide decisions. Above all, you’re detail‑oriented, proactive and focused on outcomes.

If you’re ready to lead, simplify and elevate service delivery at Specsavers, we’d love to hear from you! 

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