Service Delivery Manager

What's a career at Primark all about? The positive impact you're making, the experiences you're having and the people you're with. You're our inspiration. Embrace what sets you apart, own your career and develop in ways you never expected. Leave your mark. And do it your way.

The Service Delivery Manager is accountable for ensuring the effective delivery, governance and continual improvement of IT services across one or more business or technology domains. Acting as the primary service representative for their portfolio, the Service Delivery Manager works collaboratively with business stakeholders, engineering teams, suppliers and project delivery teams to ensure services remain stable, secure, performant and aligned to business needs. The role provides operational leadership across the full service lifecycle, ensuring that new and changed services are transitioned successfully into BAU, service performance is measured and improved, operational risks are proactively managed, and customer experience remains at the centre of service delivery.

What You'll Get

People are at the heart of what we do here, so it's essential we provide you with the right environment to perform at your very best. Let's talk lifestyle: Healthcare, pension, and potential bonus. 27 days of leave, plus bank holidays and if you want, you can buy 5 more. Because Primark is all about tailoring to you, we offer Tax Saver Tickets, fitness centre, and a subsidised cafeteria.

What you'll do as a Service Delivery Manager

• Own end-to-end service delivery for a portfolio of business-critical services, ensuring performance against agreed SLAs, XLAs, and operational targets.
• Lead operational service management across Incident, Major Incident, Problem, Change, Knowledge, and Service Request processes to maintain service stability and performance.
• Provide leadership during major incidents, coordinating technical teams, suppliers, and business stakeholders to restore services and minimise business impact.
• Build and manage strong stakeholder relationships, providing clear communication, service reporting, and business-focused updates on service health and risks.
• Drive supplier performance and accountability, ensuring third party partners meet contractual commitments and service level expectations.
• Support service transition and change activities, ensuring new and enhanced services are operationally ready and successfully embedded into BAU support.
• Champion continual service improvement, using operational metrics, customer feedback, and trend analysis to enhance service quality, customer experience, and operational efficiency.

What you'll bring

• Proven experience managing live IT services within a complex enterprise environment, ensuring high levels of service availability and performance.
• Strong knowledge of IT Service Management (ITSM) best practices, with experience across incident, problem, change, and service governance processes.
• Experience leading Major Incident management activities, providing operational leadership and driving service restoration during critical incidents.
• Excellent stakeholder management and communication skills, with the ability to build trusted relationships and translate technical issues into business-focused outcomes.
• Experience working with third party suppliers and outsourced service providers, driving performance, accountability, and service excellence.
• Strong analytical and problem solving capabilities, using service metrics, operational trends, and customer feedback to deliver measurable improvements.
• Experience supporting service transition, operational readiness, and continuous improvement initiatives, ensuring successful adoption of new and changed services.