Service Delivery Manager Digital and Data

Card Factory plc; Wakefield; Hybrid; GBP 50,000 - GBP 60,000; Full time

Job summary

A leading retail company is seeking an IT Service Delivery Manager to ensure high-quality IT services. The hybrid role involves maintaining service reliability and managing incidents effectively, focusing on customer satisfaction. This position requires experience in service delivery management and strong stakeholder management skills. The salary ranges from £50,000 to £60,000 annually, with flexible working hours based in Wakefield.

Qualifications

• Prior experience in IT Service Delivery Management with SLA reporting experience.
• Strong technical aptitude and focus on customer experience improvement.
• Excellent communication with technical and non-technical audiences.

Responsibilities

• Lead and maintain IT services, ensuring reliability and continuous improvement.
• Coordinate major incidents effectively while adhering to processes.
• Manage SLA adherence and produce performance reports.

Skills

IT Service Delivery Management

SLA management

Stakeholder management

Problem-solving skills

Customer experience improvement

Job description

# Service Delivery Manager - Digital and Data## About the jobAt cardfactory, we’re looking for an **IT Service Delivery Manager** who’ll help us deliver consistently high-quality IT services to our colleagues across the business. Based at our Support Centre in Wakefield, this is a hybrid role (2–3 days a week on site) where you’ll play a key role in making sure our services are reliable, well‑defined, and continuously improving, while helping us stay aligned with our long‑term goals.**What you’ll be doing:**In this role, you take the lead in keeping our IT services running smoothly, building strong relationships, and driving service quality across the business.You’ll get to grips with the systems we use and turn that knowledge into clear service documentation. Working closely with our IT squads, you help shape and validate new service designs, making sure they’re fit for purpose. A calm, organised approach is key when coordinating major incidents, managing problems, and ensuring changes follow the right process.Strong stakeholder relationships matter, so you’ll meet regularly with teams across the business to review performance, discuss improvements, and keep service levels on track. This includes managing SLA adherence, producing meaningful reports, and leading service reviews with internal squads and suppliers.You’ll also support contract renewals, guide new services through a smooth transition into BAU, and help prepare IT services for busy trading periods. Trend analysis, continuous improvement plans, and occasional on‑call support for major incidents round out the role. **What you'll bring:*** Prior experience in IT Service Delivery Management, with solid SLA and service performance reporting experience.* Strong technical aptitude, curiosity, and a genuine focus on improving the customer experience.* Excellent stakeholder management and confident communication with both technical and non‑technical audiences.* A proactive, calm, and positive approach, with strong problem‑solving skills and the flexibility to support major incidents when needed.* Professionalism, reliability, and the ability to work effectively in fast‑paced or high‑pressure environments.The following content displays a map of the job's location.| OpenStreetMap contributors### Service Delivery Manager - Digital and Data* **Salary** £50,000 - £60,000* **Frequency** Annual* **Job Reference** cardfac/TP/1803145/30935* **Contract Type** Permanent* **Working Hours** 37.5* **Closing Date** 1 March, 2026* **Location** Century House Brunel Road Wakefield 41 Industrial Estate, United Kingdom* **Posted on** 30 January, 2026