Service Desk Manager

Because we strive to put people first. Culture, our way.

Technology at Primark

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.

What You'll Do as a Service Desk Manager

• Oversee performance of third-party Service Desk providers to ensure compliance with SLAs, OLAs, and KPIs.
• Implement governance and performance management frameworks, including service reviews and escalation handling.
• Analyze performance data and customer feedback to identify and drive service improvements.
• Ensure adherence to ITIL processes for incident, request, problem, and change management.
• Collaborate with internal IT teams and suppliers for seamless service delivery and issue resolution.
• Manage service transitions and onboarding of new suppliers.

What You'll Bring

• Proven experience managing IT Service Desk operations, including third-party providers.
• Strong knowledge of ITIL processes with focus on Incident, Problem, and Request Management.
• Expertise in SLA/KPI management and driving supplier performance improvements. Excellent communication and stakeholder management skills with strong analytical capability. Experience in multi-supplier environments or SIAM model and leading governance meetings.
• ITIL certification preferred, with familiarity in ITSM tools and continuous improvement methodologies.

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 the option to buy 5 more. Primark offers Tax Saver Tickets, a fitness centre, and a subsidised cafeteria.

About Primark

At Primark, people matter. They're the beating heart of our business and the reason we've grown from our first store in Dublin in 1969 to a £9bn+ turnover business with over 80,000 colleagues and 440 stores in 17 countries today. Our values run through everything we do - Caring, Dynamic, and Together.

We provide equal employment opportunities and an inclusive workplace. If you need any reasonable adjustments during your recruitment journey - extended time, breaks between online assessments, sign language interpreter, accessibility support - please contact your talent acquisition specialist. All offers of employment are subject to background checks, including right to work, reference, education, and, for some roles, criminal and financial checks.

If you require further support at any stage of the selection process, please contact .

REQ ID: JR-3167