IT Service Delivery Lead Manager

IT SERVICE DELIVERY LEAD

LOCATION Swansea

FULL TIME

Role overview

The IT Service Delivery Lead is responsible for delivering consistent, high-quality IT support

across TOAST. Leading the IT Analyst team and working closely with Applications and

Infrastructure, the role ensures the Service Desk operates efficiently, incidents are resolved

promptly, and colleagues receive clear, responsive support. It also standardises processes

and documentation, strengthens self-service and knowledge management, oversees user

awareness training, and uses AI and automation responsibly to drive continuous

improvement and enhance the colleague experience.

Responsibilities

Service desk ownership -

• Own and manage the IT helpdesk queue, including triage, prioritisation, assignment and escalation of tickets.
• Ensure Celigo middleware platform errors are cleared daily.
• Monitor service levels, including SLA performance, backlog and ticket ageing, and lead daily and weekly reviews to manage workloads effectively.
• Establish and maintain Service Desk standards for communication, ticket updates and customer service.
• Act as an escalation point for complex support issues and major incidents. Communicate progress updates on resolution.
• Coordinate resolution activities with Applications, Infrastructure and third-party suppliers.
• Escalate system defects and enhancement opportunities to the appropriate Applications, Infrastructure or third-party teams.
• Analyse support trends and improve service management processes, tools and ways of working.

AI, automation and service innovation -

• Identify opportunities to use AI and automation to reduce manual workload across the business.
• Implement approved automation solutions that reduce manual administration and repetitive support activities.
• Ensure AI-enabled processes operate within agreed governance and human oversight controls.
• Responsible for overseeing and approving any AI automation IT Analysts utilise.
• Manage AI data retention.
• Maintain documentation and operating procedures for automated processes.
• Monitor, measure and report on the effectiveness and service benefits of AI and automation initiatives.
• Support colleagues and the wider business in the effective and responsible use of AI technologies.

Documentation and knowledge management –

• Own the IT documentation framework, standards and review processes.
• Create and maintain IT procedures, knowledge articles and support guides.
• Maintain a central source of truth for IT documentation.
• Ensure knowledge base information is current, accurate and relevant.
• Work with Infrastructure and Applications teams to ensure documentation relating to their areas remains accurate and up to date.
• Identify and address documentation gaps arising from recurring support issues, system changes and user feedback.

Service reporting and continuous improvement –

• Produce regular reporting on service performance, ticket volumes, SLA achievement and support trends.
• Develop dashboards and management information to support operational decisionmaking.
• Review service data and lead root-cause analysis to reduce recurring incidents and support demand.
• Drive self-service improvements and knowledge-led support practices.
• Simplify and standardise support processes where appropriate.
• Track and report on service improvement initiatives and outcomes.

Team leadership and development -

• Lead, coach and support IT Analysts through regular one-to-ones and development planning.
• Set clear expectations for service quality, ownership and accountability.
• Support onboarding and training of new team members and promote consistent support practices.
• Develop team capability in service management, AI tools and customer service excellence.
• Encourage knowledge sharing and collaboration across the IT function and with the wider business.

Security awareness and compliance -

• Coordinate cyber security awareness training and phishing simulations across the business.
• Promote secure working practices and the responsible use of technology.
• Support IT audit, compliance and policy management activities.
• Conduct and document IT and AI risk assessments and analysis.
• Ensure support processes align with agreed IT controls and standards.

Operational coordination -

• Coordinate the procurement and administration of IT equipment and services following approval.
• Support IT requirements for new store openings and business initiatives.
• Maintain appropriate asset and inventory records.
• Provide hands-on technical support during peak periods when required.
• Own and manage the IT helpdesk queue, including the triage, prioritisation, assignment and escalation of tickets.
• Identify emerging operational risks and coordinate timely action to maintain service continuity.
• Coordinate clear operational communications during significant incidents, service disruption and planned system activity.
• Establish and maintain simple service routines such as daily backlog reviews and regular ticket health checks.
• Analyse support trends to identify recurring issues and enable root-cause remediation.
• Owns the end-to-end incident management process, including response, escalation, and reporting.

Any other duties deemed necessary for the role.

Required experience/skills

• Proven experience in IT service delivery or service desk management. Will have completed 3+ years in a similar role.
• Strong understanding of ITIL-aligned support practices and service improvement.
• Sound knowledge of IT governance and security practices.
• Experience leading or mentoring support teams.
• Level 4 ICT Diploma or equivalent.
• Excellent communication skills with a strong focus on customer and colleague experience.
• Strong documentation and process design capability.
• Experience using Microsoft Copilot, Claude and other AI technologies within a business environment.
• Ability to manage and maintain AI user accounts.
• Ability to analyse trends and drive practical, continuous improvement.
• Experience producing service reporting, dashboards and operational metrics.
• Strong problem-solving and stakeholder management skills.
• A positive, collaborative and proactive approach aligned to TOAST values.

Success measures

• Achievement of agreed Service Desk SLAs and service targets.
• Reduction in backlog, ticket ageing and recurring incidents.
• Effective error management and improved resolution times.
• Improved colleague satisfaction with IT support services.
• Increased adoption of self-service resources and knowledge articles.
• Delivery of measurable improvements through AI and automation initiatives.
• Consistent production of meaningful service reporting and operational insights.
• Strong cyber security awareness participation across the business.
• Development, engagement and retention of the IT support team.
• Delivery of continuous service improvement initiatives that enhance efficiency and user experience.

Benefits

DASH Cycle to Work scheme

Generous staff discount

Medicash Health Cash Plan

Access to Health Assured employee assistance programme

Hybrid working (Once onboarding is complete)

Pay: £33,000.00-£35,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• On-site parking

Application question(s):

• Do you meet the required experience and skills? Only apply if you fully meet these requirements.

Experience:

• IT service delivery or service desk management: 3 years (preferred)

Licence/Certification:

• Level 3 or 4 ICT Diploma or equivalent (required)

Work authorisation:

• United Kingdom (required)

Location:

• Swansea, Swansea (required)

Work Location: In person