IT Service Manager

Date: 26-Jul-2022

Location: Newcastle, GB, NE12 8BU

Company: Greggs Plc

Vacancy Details

Greggs is currently undertaking a huge raft of exciting technology improvements across the business. These include improvements to our Retail solutions, Manufacturing & Logistics solutions, Customer Solutions and many other exciting initiatives. To support this, we are looking for a dynamic IT Service Manager to take responsibility for our IT Service Management strategy and delivery.

We’re always trying to get better at what we do and continuous improvement of our ways of working is at the heart of that. The ideal candidate will have a proven track record developing and implementing a Service Management framework across a diverse IT function.  Strong leadership attributes are essential with the ability to build strong relationships both within the IT & Business Change (IT&BC) function and the wider Greggs business. Key to the role will be the ability to create a vision for Greggs IT Service Management and drive change throughout the organisation.

We’re looking for proactive, creative, innovative minds that live the Greggs values and can play an active part in our ever-evolving team. As the IT Service Manager, strategy, stakeholder management and continuous improvement are at the heart of the role.

Reporting to the IT Service Operations Manager, the role will be responsible for the delivery of successful outcomes to our customers across the business. This is a full-time, permanent role based at Greggs Innovate House, Newcastle upon Tyne.


£38,000-£55,000 depending on experience.

Work Pattern

Our working hours are usually Monday - Friday, you may be required to work alternative hours to fulfil business needs. We are open to discuss flexibility with regards to this working pattern with the successful candidate.

About the role

  • Responsible for the development and execution of an overarching IT Service Management strategy based on industry best practice, making use of the ITIL framework where appropriate.
  • Develop and deploy key ITIL processes across the IT&BC organisation including, but not limited to Incident management, Problem management, Change management and Event management.
  • Develop and manage a Service Management governance model ensuring process compliance and IT control audit requirements are met.
  • Responsible for organisation wide KPI’s demonstrating the effectiveness of the of the overarching Service Management strategy.
  • Responsible for the operational reporting model within key processes in support of daily process execution.
  • Develop a working model that puts Continuous Service Improvement front and centre for the ongoing development of the Service Management strategy.
  • Responsible for developing and implementing a Service review framework both for internal Greggs and 3rd party provisioned services.
  • Manage key stakeholders in line with the Service Management strategy across IT and the wider Greggs business with regard process adoption, governance, and continuous service improvement.
  • Develop and implement an effective Acceptance into Service model allowing seamless transition of services into ‘Business as Usual’, including the development of service catalogues.
  • Act as the Major Incident Management during significant service outages.
  • Responsible for co-ordination of external IT controls audits.
  • Maintain a focus on successful outcomes and well-defined scope to prevent scope creep and gold plating.
  • Ensure that the delivery adheres to the established governance and quality standards.
  • Work to deliver against the IT & Business Change strategic goals ‘Safe & Secure’, ‘Differentiation at Pace’, ‘Engaged & Happy People’, ‘Efficient Business Processes’, ‘Robust, Reliable, Resilient’ and ‘Brilliant Customer Experience’.

About you

  • Extensive experience of developing and implementing a Service Management framework at an enterprise level.
  • Experience of successfully delivering business and technology change using practical examples to describe challenges and successes.
  • Experience of working in Agile, product backlog environments and traditional project delivery methodologies and ability to demonstrate an understanding of the differences and pros and cons of these approaches.
  • Excellent communication, presentational, written and organisational skills.
  • Experience of working in dynamic business environments, and managing delivery of multiple initiatives in parallel.
  • The ability to think logically, overcome problems and interpret and present key data in a way that can be understood by different stakeholder groups.
  • The ability to self-start with a proactive approach to daily tasks, overcoming problems and maintaining momentum.
  • The ability to influence and get key people onboard with your vision and the ability to tell the story to a diverse group of stakeholders.
  • Digital literacy, being proficient in standard office tools used in change management (eg. Excel, Word, Visio, PPT) and more creative use of other tools/technology to help communicate or facilitate.

The successful candidate may be able to demonstrate:

  • Experience of working in or knowledge of food-to-go or similar retail business environment.
  • Formal ITIL qualifications are desirable, but not essential based on experience.

Key Leadership Competencies

  • Leading the Team, Results Focused, Building Capability, Thinking and Problem-Solving Skills, Customer Focus, Managing Change, Influential Communication and Impact, and Working the Greggs way.


.Our Greggs Employee discount Scheme is very generous, offering you up to 50% off our food

  • Your holiday entitlement starts with 26 days, in addition to Bank Holidays, which increases with service up to a maximum of 30 days after 25 years’ service (pro-rata for part time)
  • After 6 months service you may be eligible for our profit share scheme
  • You will be invited to participate in our Management Bonus Scheme which is worth up to 10% of your salary, subject to the Company meeting certain performance criteria.
  • You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages
  • The Management Pension Scheme is supported by a free life assurance scheme.  This is a death in service benefit which provides a lump-sum payment equal to 4 times your year’s salary
    Other benefits include
  • Private Medical Insurance which is free for you and subsidised for your dependants
  • Permanent Health Insurance which is a replacement income scheme
  • Share Save and Share Incentive Schemes
  • Employee Assistance Programme
  • Healthcare Plans
  • Cycle to Work Scheme

Your Application

During the application process we’ll keep in touch every step of the way.  We know how big a decision it is for you to apply for a job.  Once you do we’ll work hard to keep you up to speed on how your application is progressing.  With your help we can make your application as quick and as smooth as possible.