Service Delivery Manager - User Experience & Improvement (FTC)

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ABF Business Technology Services
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The Role & Key Responsibilities
Job Title: Service Delivery Manager - User Experience & Improvement (Fixed Term Contract)

Location: Peterborough (Hybrid)

Contract: Fixed term contract until the end of September, 37.5 hrs per week

Are you passionate about delivering exceptional IT service experiences and driving meaningful improvement through collaboration and insight? Do you thrive on using data to enhance user satisfaction and streamline service performance?

We’re looking for a proactive and people-focused Service Delivery Manager – User Experience & Improvement to join our team on a 6-month fixed-term contract. You’ll work across teams to identify service pain points, manage escalations, and champion continuous improvement—ensuring our IT services align with user needs and deliver real value to the business.

What you'll be doing:
- Act as a key point of contact for IT service delivery, ensuring user needs are understood and addressed effectively.
- Monitor service performance data, including SLAs and customer satisfaction metrics, identifying trends and improvement opportunities.
- Lead and support initiatives to enhance the end-user experience, using customer feedback and service insights to drive change.
- Coordinate and follow up on service escalations, ensuring timely resolution and long-term preventative actions.
- Collaborate closely with technical teams and stakeholders to align service delivery with business expectations.
- Build strong relationships with internal teams, ensuring open communication and shared goals for continuous service improvement.
- Support the development of IT service offerings, contributing to the evolution of service models and delivery standards.
- Proactively represent user needs and priorities to the wider IT function, advocating for service enhancements and innovations.
What you'll bring:
- Proven experience in a Service Delivery or Service Management role within a large or complex organisation.
- A strong understanding of IT service management principles and service improvement methodologies.
- Familiarity with service management tools (e.g. ServiceNow, Assyst) and experience monitoring SLAs and KPIs.
- Excellent interpersonal and stakeholder engagement skills, with the ability to influence at all levels.
- A proactive, customer-focused mindset with a passion for driving user experience improvements.
- Ability to analyse service data, identify trends, and present actionable insights.
- Strong organisational skills, able to manage competing priorities and deliver outcomes to tight timelines.
- ITIL Foundation certification (or equivalent knowledge) is desirable, along with basic technical awareness across IT infrastructure and support.

Associated British Foods Business Technology Services are continually reviewing our benefits to ensure our staff feel rewarded…

Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world’s second-largest producer of both sugar and baker’s yeast and our grocery brands occupy leading positions across the globe meaning that, in the UK, nine out of ten households use our brands.

Associated British Foods Business Technology Services (BTS) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23 countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we’re looking for people who are eager to join us in supporting and delivering this vision.

We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.

AB Foods BTS match up to 10% pension (contributory)
Up to 10% Bonus
Opportunity to buy up to 5 days holiday per calendar year
Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary

We’re looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.

All recruitment activities into our ABF BTS team are supported by our AB Agri business.

Making your application

Ready to apply? Great! Simply register your details and upload your CV via our careers website – it usually takes just a few minutes. Please do not delay making your application. In the event of a high candidate response to this vacancy we may close the application period before the date shown and without notice.

So that we can support you to perform at your best, please let us know of any adjustments that may be required throughout the recruitment process by emailing [email protected]

As part of your application, we ask you to answer some equal opportunities questions that help us to monitor how inclusive our recruitment process is and identify areas we can improve in. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions with no impact on your application.

ABF BTS recruitment is supported by our AB Agri group and we politely request no contact from recruitment agencies or media sales. We have a PSL and do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

Job Spec

Questions about this role?

If you have any questions about this role or need help applying please contact Taylor Waldon via [email protected].

Supporting your application

We work with a number of external partners to ensure that our application process is as comfortable as possible, regardless of your circumstances or background.

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