Technology - Service Delivery Manager (M&A)

Role: Technology – Service Delivery Manager (M&A)

Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based at Thorpe Park, Leeds. 

Salary: £ DOE plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

The Service Delivery Manager (M&A) owns and drives technology service delivery across newly acquired businesses, ensuring stability, security, and alignment with Group standards from day one. This role takes full accountability for governing IT services across multiple entities, bringing consistency, control, and maturity to complex, inherited technology environments.

This is a high‑impact role for a hands‑on technology leader with broad expertise across infrastructure, applications, service operations, and cyber security, combined with the credibility to influence stakeholders and lead successful integrations as the group continues to grow.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

· Competitive contributory pension

· Occupational sick pay

· Long-service awards and refer-a-friend bonuses

· Professional registration fees covered (GPhC, NMC, CIPD and more)

· Cycle to Work and Green Car schemes (subject to eligibility)

Family-friendly

· Enhanced maternity and paternity pay

· Flexible hybrid working to help balance work and home life

Health & wellbeing

· Private healthcare insurance at discounted rates (Aviva)

· Employee Assistance Programme and in-house mental health support

· Access to discounted gym memberships via Blue Light Card and benefits schemes

· Regular health and wellbeing initiatives

Career growth

· Strong commitment to CPD, training and professional development

Time off & flexibility

· 25 days’ annual leave, increasing with service

· Buy and sell holiday scheme

Everyday perks & exclusive discounts

· Blue Light Card and employee discount platform

· Exclusive discounts at The Springs, Leeds

· 25% off health & beauty purchases

· 25% off Pharmacy2U Private Online Doctor services

Culture & community

· Regular social events throughout the year

What you’ll be doing?

· Act as the primary owner of technology services across all acquisitions

· Establish and embed governance, service management standards, and alignment with Group policies

· Oversee the performance of external and internal IT service providers

· Assess, stabilise, and document inherited technology environments

· Ensure consistent adoption of incident, request, change, and problem management processes

· Drive alignment with Group cyber security standards and baseline controls

· Maintain full visibility and governance of technology budgets across acquired entities

· Lead technology and service discovery during acquisition onboarding

· Provide leadership and direction to inherited IT personnel where applicable

· Identify operational risks, gaps, and improvement opportunities, driving remediation actions

· Influence senior stakeholders within acquired businesses to adopt Group standards

· Report service KPIs, risks, and integration progress to senior leadership

· Ensure supplier contractual compliance and ongoing performance management

· Drive continuous improvement across service operations and cyber hygiene

· Ensure acquired entities maintain operational resilience and follow Group incident response procedures

Who are we looking for?

· Strong generalist IT management capability across infrastructure, networks, applications, and cloud

· Deep understanding of service management and ITIL processes

· Ability to govern third‑party suppliers and inherited IT environments

· Strong understanding of cyber security fundamentals and operational controls

· Excellent communication and documentation skills

· Analytical capability to assess operational maturity and identify risks

· Strong commercial awareness with experience managing budgets

· Experience working as an IT Manager or Service Delivery Manager across multiple environments

· Experience managing suppliers, MSPs, or internal IT teams

· Experience implementing and embedding service management processes

· Exposure to cyber security practices and controls

· Budget ownership and reporting to senior leadership

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

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