ICT Service Delivery Manager at Pedros Flame Grilled Chicken

Job Description

• The ICT Service Delivery Manager is responsible for the end-to-end ICT service delivery across the business, with specific accountability for 1st and 2nd line support.
• The role focuses on improving service consistency, responsiveness, and operational discipline across stores, head office, and support teams.

Responsibilities : 

Service Delivery Ownership

• Own ICT service delivery for 1st and 2nd line support.
• Act as single point of accountability for service performance.
• Ensure predictable and measurable service outcomes.

SLA and KPI Management 

• Define, track, and enforce SLAs.
• Monitor response times, resolution times, backlog health, and repeat incidents.
• Drive corrective action where service levels are missed.

Incident and escalation management 

• Own major incident management.
• Ensure root cause analysis and preventative actions.
• Reduce repeat incidents through structured problem management.

 Process, governance and continuous improvement

• Implement and enforce SOPs.
• Align practices to ITIL.
• Drive continuous service improvement.

 Team leadership and capability

• Lead and develop 1st and 2nd line teams.
• Set accountability and escalation standards.
• Build a performance-driven service culture.

 Vendor management

• Manage vendor service delivery and SLAs.
• Conduct vendor performance reviews.
• Escalate and resolve service failures.

 Reporting and executive visibility

• Produce weekly and monthly service reports.
• Translate technical metrics into business insights.

 Retail and store operations alignment

• Support trading continuity and revenue protection.
• Work closely with Operations, Finance, and Franchise teams.

Requirements : 

• 6+ years ICT operations experience.
• 3+ years managing support teams.
• ITIL Foundation required.
• Retail or multi-site experience preferred.

Closing Date 19 February 2026