Job Description

About the Role


We're looking for a highly capable and motivated IT Service Delivery Manager to lead and deliver high-quality IT support and reporting services across all areas of our business.


In this key leadership role, you'll be responsible for ensuring systems are consistently available, performance is monitored and improved, and that our Service Desk and Data teams are operating efficiently, effectively, and in line with agreed SLAs. You'll be instrumental in ensuring our IT services support business continuity and enable our colleagues to provide the outstanding service our customers expect.


You'll manage both the IT Service Desk team and in-house Data Specialists, drive performance improvements, and build a proactive service culture focused on delivery, collaboration, and customer satisfaction.


About You


You're a confident, hands-on IT leader with a proven ability to manage teams, handle critical incidents, and build strong relationships across the business. You're calm under pressure, clear in communication, and committed to delivering real value through excellent IT service and support.


You'll be someone who enjoys problem-solving, thrives on managing multiple priorities, and is passionate about the role IT plays in enabling operational success. As a natural leader, you'll inspire and develop your team, while also being willing to roll up your sleeves when required.


Experience


We're looking for someone with:


Proven experience leading an IT Service Desk or similar operational IT function


A successful track record managing and resolving critical IT incidents


Experience working with internal data and reporting teams


Strong understanding of IT systems, infrastructure, and reporting tools


Previous responsibility for managing SLAs and supplier relationships


People management experience, including team development and performance management


Familiarity with IT security practices and access control principles


Service Desk qualifications (desirable) or demonstrable experience managing a service desk environment


Capabilities


Excellent communication skills - able to explain technical concepts in plain language


Strong analytical thinking and problem-solving ability


Clear prioritisation skills under pressure and in fast-paced environments


Ability to lead and develop high-performing teams


Highly organised, with attention to detail and a customer-first mindset


Commercial awareness and a collaborative, business-focused approach


Willingness to support an on-call rota and lead incident resolution when required


About Lakeland


There are many benefits to being part of the Lakeland team. Other than being part of a huge and happy working family, our colleagues are rewarded with a competitive salary and a group personal pension plan.


There are 29 days' paid holiday (including bank holidays) and generous discounts on our products. We offer a great retail environment, and the chance to be part of a team who like to work and socialise together.