Skills

Communication Negotiation Presentation Skills

Job Specifications

Technology Service Delivery Manager
Location: Hybrid - Reading or Dublin
Industry: Retail Technology
Employment Type: 18 Months Fixed Term Contract
Are you passionate about delivering exceptional technology services in a fast-paced retail environment? A major international retailer is seeking a Technology Service Delivery Manager to join their dynamic team and lead service excellence across multiple regions and business domains.
This is a high-impact role where you'll be at the heart of ensuring stability, performance, and customer satisfaction across a complex technology landscape. If you thrive in managing vendor relationships, driving continual service improvement, and leading major incident responses - this could be your next big move.
Key Responsibilities
Lead the delivery of reliable, secure, and high-performing technology services across assigned regions.
Build strong relationships with business stakeholders, acting as the key point of contact for operational technology services.
Manage strategic technology service partners to ensure optimal performance and value.
Drive incident and problem management, ensuring root causes are identified and resolved.
Own and evolve service governance, reporting, and stakeholder communications.
Champion continual service improvement initiatives and customer satisfaction frameworks.
Oversee service requirements input and sign-off during service design and transition phases.
Support audit, risk, and compliance activities across your domain.
What You'll Bring
Minimum 5 years' experience in a customer-facing technology service role.
Proven track record in service delivery, stakeholder engagement, and vendor management.
Strong understanding of ITIL practices (Foundation level certification required).
Excellent communication, negotiation, and presentation skills - including board-level engagement.
Experience in retail is essential, with EPOS experience highly desirable.
Commercial awareness and budget management experience.
Ability to lead change, solve problems, and drive performance in a collaborative team environment.
Willingness to participate in a 24/7 on-call rota as part of a wider support team.
Why Join?
This is a unique opportunity to work with a leading retailer undergoing exciting digital transformation. You'll be part of a collaborative, forward-thinking technology team that values innovation, customer focus, and continuous improvement.

About the Company

Caraffi is a talent acquisition advisory specialising in: - operational excellence - brand and experience - technology and data We equip TA Leaders with the data and insights to become more strategic and impactful. And design TA strategies that transform their businesses into data-driven, purpose-led and inclusive employers of choice. Know more