Service Delivery Manager

Contract Type - Permanent
39 hours per week

Employment Type - Full Time

Our Support Office a modern office located close to Old Street and Barbican in central London. This friendly open plan office houses several of the key support functions including Sales, Human Resources, Marketing and Central Revenue. Conveniently located with great transport links the office is the London base for the back office functions of Guoman and Thistle.

The Role

Your responsibilities will include the guiding and overseeing of internal application support and the external service desk to provide a quality level of IT service across the organisation.


  • Manage the day-to-day service desk environment to ensure that in house procedures, processes and working practices are followed
  • Act as a point of escalation where necessary for all customer incident requests and problem ticket issues
  • Maintain an up to date service catalogue to provide a clear view of IT services in business capability language
  • Ensure the service desk teams maintain an up to date and accurate knowledge base
  • Responsible for the on call rota and associated communication
  • Identify and manage service improvement opportunities. Ensure continuous service improvement is Embedded in the culture and working practices of the Service Desk
  • Monitor any third parties providing IT service to GLH and conduct service reviews on a regular basis
  • Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored
  • Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment
  • Thoroughly audit all systems and processes to ensure we regularly monitor our policies to proactively identify any issues
  • Ensure involvement and knowledge of the project delivery roadmap and ensure a member of the team is managing the transition into service
  • Alongside the IT Director ensure that all supplier contracts are up to date and reviewed in an appropriate time ahead of any renewals, manage the service operations budget
  • Train, coach and mentor those in the team, conduct regular appraisals, objective setting, training, development and 1-1's

What we look for


  • Experience of managing an IT service desk environment, specifically driving performance and value from an external provider
  • Application support experience, as part of a small team its imperative that you can be hands on when required so a strong technical background will be required
  • Ability to stay calm under pressure
  • Experience in the hospitality industry (desirable)
  • Strong financial management skills and experience
  • Act as a role model to others in the team – as a self starter you will set a clear direction for your area and ensure high standards are maintained and processes continually improved
  • Ability to set clear expectations and drive great results
  • Strong communicator and encourager of collaborative working styles


  • Ability to complete degree level qualification
  • ITIL qualifications desired

Candidates must be eligible to work in the UK

What's in it for you?

  • 20 days holiday plus 8 Bank Holidays
  • Discounted rates on hotel rooms, food and drink across the glh group
  • Interest free season ticket loans (conditions apply)
  • Access to a 24/7 Employee Assistance Program
  • Long Service Awards
  • Pension and Healthcare Schemes
  • Generous recommend a friend scheme
  • Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
  • Wonderful Person of the month scheme with cash prizes
  • Childcare vouchers
  • Staff refreshments on shift