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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** Hiddenwell Central Services - **Location:** Moreton-in-Marsh, UK - **Salary:** £50,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Payment Systems, Information Technology Operations, Wi-Fi Technology, Information Technology, Performance Monitor - **Published:** September 15, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5884140169 ## About the Role You'll have proven experience within IT Service Delivery, IT Service Management or a similar IT operations role, ideally supporting a multi-site organisation You'll also bring: * Experience managing an outsourced Managed Service Provider (MSP) * Excellent knowledge of SLAs, KPIs, service reviews and supplier performance management * Working knowledge of ITIL-aligned service management processes * Experience managing major incidents and coordinating effective post-incident reviews * Excellent stakeholder management and communication skills * An excellent customer-service mindset and focus on delivering practical solutions * The confidence to challenge suppliers and poor service performance when required * The ability to build effective relationships with both technical and non-technical stakeholders * Flexibility to travel to Hiddenwell properties as required Even Better If You Have * ITIL Foundation or a higher ITIL qualification * Experience supporting new property openings, acquisitions or major technology deployments * Experience using IT service-management or asset-management platforms and reporting dashboards * Commercial experience managing MSP contracts, costs and service charges * Experience within hospitality, hotels, leisure or another multi-site customer-focused environment * Familiarity with hotel technology such as PMS, POS, guest Wi-Fi, telephony and payment systems ## Description Hiddenwell is looking for an experienced IT Service Delivery Manager to take ownership of the day-to-day IT service experience across our growing collection of luxury hotels and spas This is a key role within our IT team, responsible for ensuring our people and properties receive a consistent, responsive and high-quality IT service You'll act as the primary link between Hiddenwell and our Managed Service Provider (MSP), making sure incidents are resolved effectively, service levels are achieved and technology supports our teams in delivering an exceptional guest experience It's also an opportunity to help shape how IT services develop as Hiddenwell grows improving our service model, strengthening reporting, driving continual improvement and ensuring new properties and technologies transition smoothly into day-to-day operation, * Taking ownership of IT service delivery across our hotels, spas, offices and other locations * Managing the day-to-day relationship with our MSP, including regular service reviews, SLAs, KPIs and escalations * Ensuring IT incidents, service requests and problems are effectively managed through to resolution * Leading the coordination of major IT incidents, bringing together internal teams, our MSP and third-party suppliers * Carrying out post-incident reviews and use lessons learned to reduce recurring issues * Developing clear service dashboards and providing meaningful performance reporting to senior stakeholders * Using service data and trends to identify opportunities to improve reliability, efficiency and the overall user experience * Developing and embedding ITIL-aligned service management processes, including incident, request, problem, change and major incident management * Championing automation, self-service and AI-enabled tools where they can improve the quality and efficiency of IT support * Working closely with our IT Expansion Projects Manager & Tech Lead to ensure new properties and technology deployments are ready to transition successfully into BAU support * Supporting effective IT asset and lifecycle management across the estate * Ensuring day-to-day IT service processes support our cybersecurity and compliance requirements * Building excellent relationships with operational teams and property leadership, turning their technology challenges into practical service improvements * Helping create a customer-focused, "right first time" culture across IT, That means strong SLA and KPI performance, fewer recurring incidents, faster and better-managed major incident resolution, improving customer satisfaction and ensuring our new properties and technology deployments are operationally ready from day one ## Related Videos - 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