Service Delivery Manager - Digital and Data

About the job

Are you someone who loves making IT services run smoothly, spotting opportunities to improve how things are done, and building brilliant relationships along the way? If you’re the kind of person who enjoys bringing structure, clarity, and calm to busy environments — especially when things get tough — then this could be right up your street.

At 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.