Group IT Services Delivery & Project Manager

Group IT Services Delivery & Project Manager

Reports to Group Director of IT

Overview This role is the operational engine of the Group IT function. Working directly alongside the Group Director of IT, the Group IT Services Delivery & Project Manager owns end-to-end delivery across two dimensions: keeping services running to an expected standard and working alongside the larger team and departments to drive IT projects across hotel and corporate properties from initiation through to completion.

With a lean central team, this position carries meaningful autonomy. Day-to-day, it is the primary interface between Group IT and the Managed Service Providers (MSPs) who underpin much of the Group’s infrastructure, and is responsible for holding them accountable, validating their output, and escalating where obligations are not being met in terms of service. Alongside MSP governance, the role supports Group-wide IT project delivery, coordinates standardisation across properties in line with the wider team and ensures IT service performance is tracked and reported with rigour.

This is not a passive coordination role. It requires someone who can manage a project from a blank page, interrogate a MSP’s SLA report, support in identifying gaps in a hotel’s IT setup, and drive resolution, all within the same week., 1. IT Project Delivery & Oversight

• Own the end-to-end delivery of Group and hotel IT projects, from scoping and planning through to implementation, handover, and post-deployment review.
• Maintain a live Group IT project register, tracking status, risks, dependencies, and delivery milestones across all active workstreams.
• Produce concise progress reporting for the Group Director of IT and senior stakeholders.
• Coordinate delivery across internal field-based Cluster IT Managers, MSPs, and third-party vendors, ensuring each party understands their workstream and accountability.
• Identify and escalate blockers early; drive resolution without requiring Group Director intervention on routine issues.
• Ensure new systems, infrastructure upgrades, and technology rollouts are delivered to agreed scope, timeline, and quality standards across all properties.
• Support the annual IT roadmap planning process with the wider IT Team, translating business needs from Property, Hospitality, and corporate divisions into structured project briefs.

1. MSP Governance & Validation * Act as the primary day-to-day relationship owner for all Managed Service Providers engaged by the Group. * Validate MSP deliverables, not just accept reporting at face value. Conduct periodic deep dives into SLA performance data, incident logs, change records, and service reviews to verify that obligations are genuinely being met. * Chair regular service review meetings with MSPs; maintain a formal action log and track closure of open items. * Identify contractual gaps or underperformance; build the evidence base for formal escalations, contract renegotiations, or vendor transitions where warranted. * Benchmark MSP performance against agreed KPIs and industry standards; flag trends and anomalies to the Group Director with a clear recommendation. * Coordinate MSP onboarding and offboarding processes, ensuring security, documentation, and transition obligations are fully met.

2. IT Service Delivery Management * Monitor end-to-end IT service performance across all Group hotels and corporate locations, ensuring SLAs and KPIs are consistently met. * Maintain clear service dashboards and reporting that give the Group Director of IT timely, accurate visibility of service health across the estate. * Coordinate with Cluster IT Managers in the field to address service degradation, recurring incidents, and systemic issues at property level. * Own the incident escalation path for major or widespread service failures, ensuring prompt triage, clear communication to affected stakeholders, and structured post-incident review. * Drive ITIL-aligned service management disciplines (incident, problem, change, and request management) across Group IT and MSP partners.

3. Standardisation & Technology Alignment * Lead the development and enforcement of Group-wide IT standards that cover hardware, software, network configuration, security baselines, and service desk processes. * Conduct periodic property assessments to identify deviations from Group standards; produce gap analyses and remediation plans. * Drive technology refresh and standardisation programmes across the hotel estate, ensuring properties are aligned to Group-approved platforms and toolsets. * Work alongside the Group Director of IT to extend and adapt standards appropriately for hospitality-facing environments. * Maintain the Group IT standards library, ensuring documentation is current, accessible, and version controlled.

4. Governance, Risk & Compliance * Support the maintenance of Group IT governance and compliance frameworks in line with UK GDPR, PCI-DSS, Cyber Essentials, and internal policy requirements. * Coordinate compliance audits, risk assessments, and remediation tracking, ensuring findings are closed within agreed timescales. * Maintain audit-ready documentation across IT procedures, access controls, asset registers, and system configurations. * Support data protection processes and ensure IT practices across all properties comply with UK GDPR obligations.

Do you have experience in Project management?, Do you have a Bachelor’s degree?, * Minimum 5 years of progressive IT experience, with demonstrable exposure to both project delivery and service management in a multi-site environment.

• Proven track record of managing MSPs or third-party IT vendors, including performance validation, escalation management, and contract oversight.
• Hands-on IT project management experience: scoping, planning, coordinating delivery, and reporting against milestones.
• Working knowledge of ITIL service management principles.
• Familiarity with compliance frameworks: UK GDPR, PCI-DSS, and Cyber Essentials.
• Strong written and verbal communication with the ability to present clearly to non-technical stakeholders and hold technical vendors to account in equal measure.

Desirable

• Experience in the hospitality or property management sector; understanding of PMS, POS, CRM, and guest-facing technology environments.
• ITIL Foundation certification or equivalent.
• Exposure to formal project management methodologies (PRINCE2, PMP, or similar).
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

Key Skills & Competencies

Project & Delivery Management

Ability to manage concurrent projects across multiple stakeholders with minimal oversight.

MSP & Vendor Accountability

Comfortable challenging vendor performance with evidence; able to escalate formally where required.

Service Delivery Rigour

Data-driven approach to SLA and KPI management; proactive rather than reactive.

Standardisation & Governance

Methodical in building and enforcing standards across a dispersed, multi-property estate.

Cross-Functional Communication

Translates technical issues and project status into clear language for operations, finance, and senior leadership.

Autonomy & Judgement

Operates effectively in a lean team; knows when to resolve independently and when to escalate.

Pulled from the full job description

• Employee discount
• Company pension