Service Delivery Manager

At Specsavers, we’re here to change lives through better sight and hearing. And none of that can happen without dependable, high‑quality IT services that support every part of our business. That’s where you come in. We’re looking for a Service Delivery Manager who can build strong relationships, really get to know how a Value Stream works, and make sure IT Operations is supporting them in all the right ways.

Service Delivery is all about joining the dots between our Operations teams and the business. In this role, you’ll become the go‑to person for a specific Value Stream. You’ll take the time to understand what they’re trying to achieve, what challenges they face and what moments are most important to them. With that insight, you’ll help shape how our operational services are delivered, where the priorities sit and where improvements can make a real difference.

You’ll be the voice of your Value Stream back into IT Operations and our third‑party partners, championing their needs and making sure our services evolve in the right direction. And you’ll be just as strong a representative the other way around — helping the Value Stream understand how changes they’re planning may impact IT services, and making sure everything is aligned and ready ahead of time.

You’ll have a big part to play in how smoothly everything runs. You’ll build strong relationships right across the board, becoming a trusted partner who understands the flow of work, the critical peaks and the future plans of your area. You’ll keep a close eye on service performance, spotting patterns and sharing insights so the Value Stream and IT Operations are always on the same page.

When issues crop up, you’ll be the one helping guide escalations, calling out risks and highlighting where investment or changes might be needed to protect service availability. You’ll also look ahead — anticipating new products, capabilities or tooling that might impact your area and ensuring IT Operations has everything in place to support those changes.Ultimately, your role is about connection: bringing people together, keeping communication flowing and making sure both sides understand what matters most so we deliver brilliant service every time.

You’ll be great in this role if you’ve worked in a customer‑facing IT service delivery environment before and feel confident using ITIL‑based frameworks to guide your approach. You’ll be someone who communicates clearly, builds rapport quickly and knows how to influence and collaborate with a wide range of stakeholders.

You’ll be comfortable managing competing priorities, resolving issues and keeping work on track, even when things get busy. Experience working with external partners or suppliers will help, as will a forward‑thinking mindset that allows you to anticipate demand and help the Infrastructure & Operations function stay one step ahead. And if you enjoy analysing data, spotting problems and solving them before anyone else notices — even better.