Service Delivery Manager Retail IT

Service Delivery Manager

Location: Milton Keynes

Background

The Retail Implementation Team within a major retailer is responsible for delivering new IT solutions and changes to existing IT systems across the store estate, driven by evolving business requirements. This includes delivery across the UK, Republic of Ireland, Channel Islands, and the retailer's Franchise Partners.

Recent initiatives within the Retail Implementation area include:

• Upgrade of Local Area Network (LAN) and wireless infrastructure across all stores
• Enhancement of in-store printing capabilities
• Delivery of network and hardware solutions enabling Franchise Partners to use the retailer's stock management systems
• Deployment of additional hardware to support peak trading periods
• Expansion of Self-Check-Out tilling across the store estate
• Delivery of hardware to support new till scanning solutions

Role Overview

We are seeking an experienced Service Delivery Manager to take day-to-day responsibility for the successful delivery of small to medium-scale Retail Implementation projects. The role requires strong service delivery expertise, excellent stakeholder communication skills, and the ability to build and maintain effective relationships across internal teams and a diverse third-party supplier base.

The ideal candidate will have previous service delivery or implementation management experience, with a proven track record of delivering hardware deployments within retail or large corporate environments. Strong Excel, analytical, and problem-solving skills are essential.

This role is offered with an initial 12-week probation period, with a view to becoming a long-term position, subject to successful performance. Pay rate will be discussed in line with the successful applicant's engagement method, which may include PAYE or a compliant limited company arrangement.

Key Responsibilities

• Take ownership of implementation-related activities for assigned Retail Implementation projects, ensuring delivery to agreed scope, time, and quality
• Build and manage effective working relationships with key project stakeholders, ensuring expectations are met or exceeded within budget and schedule constraints
• Establish and maintain strong partnerships with third-party suppliers to maximise value from their skills and expertise
• Accurately assess and scope implementation requirements to support overall project objectives
• Plan, track, and report on implementation activities, managing dependencies and contributing to wider project and programme planning
• Identify, secure, and manage internal and external resources, ensuring appropriately skilled personnel are deployed to minimise delivery risk
• Proactively manage risks and issues, ensuring early identification, effective mitigation, and timely escalation where required
• Ensure all implementation activities comply with Change Management processes and receive appropriate approvals
• Maintain adherence to quality assurance and quality control standards
• Collaborate with Project Managers and team colleagues to integrate new solutions into Network & Deployment processes
• Continuously seek opportunities to improve and streamline implementation delivery methods

Thanks very much for taking the time to look at the position. We look forward to hearing from you. This was advertised last year as well on a temp basis - which did not go ahead in the end.

Primarily office based but once settled etc there may be the option for some days to be WFH.