Service Delivery Manager- Retail Our Technology teams are right at the heart of what we do. Surrounded by some of the best Technology specialists in the industry, you’ll bring your own ideas to the business - helping to shape the experience of our customers as part of a forward-thinking team. As the Service Delivery Manager, you are central in the delivery of a quality service to our customers. This position will form an integral part of the Operations Delivery team, which is responsible for ensuring service excellence, stability, and support across all of operations, but primarily in the area of retail services. You will be expected to manage operational relationships and the performance of our key Technology Service Partners while managing expectations of key internal stakeholders to deliver results in line with business goals. What You’ll Get The world is changing, and it’s important we support our colleagues. People are at the heart of what we do at Primark, so it’s essential we provide the right environment for you to perform at your best. That’s why we offer benefits that put you first. Some of our benefits are : 27 days of leave, plus bank holidays, and if you want, you can buy 5 more. Flexible Working, the opportunity for an early Friday finish, and a subsidised cafeteria. Primark Perks – Discounts with some local partner businesses to our offices What You’ll Do: In your role, you’ll collaborate with different people across a range of skill sets. Here’s a flavour of your day-to-day: Managing service delivery to ensure the availability of a fully functional, reliable and secure Technology environment across our Retail environment. Experience working in the managed payments/credit card transactional space is an advantage, though not essential. Ensure effective relationships are built and managed with Key Business Stakeholders regarding technology operational services, issues and support. Ensure the agreement and operation of SLAs in respect of new services provided by Technology Partners following their introduction. Ensure technology partners/vendors adhere to Company policies, procedures and standards. Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and improvement programmes, guaranteeing clarity, visibility, timeliness, and expectation management to the right people using the right methods. What You’ll Bring Here at Primark, we want everyone to feel valued, so please bring your authentic self to work, of course, with some other key experience and abilities for this role in particular: At least 5 years' experience in a customer-facing role. Strong ability to motivate and guide key contacts and decision makers required. Notable negotiation capabilities, along with the ability to engage effectively with different levels of management. Effective communication skills. History of implementing continuous improvements and elevating efficiencies while ensuring a high degree of customer satisfaction. Skilled collaborator who engages with colleagues to guarantee timely, efficient, and high-quality service delivery. Be available to join an on-call rota providing 24/7 support as part of a wider team on a rotation basis. Ready? Good - because we can’t wait to see what you can offer. You’ll be joining a team of diverse, passionate, and talented individuals where you’ll truly belong, collaborating on projects that will shape the future of our industry. If you’re excited about this role but don’t meet all the criteria, we encourage you to apply. You may be the right candidate for this role or another one, and our recruitment team can determine where your skills may fit in at Primark. Apply to be part of our future, and we’ll help you develop yours. If you need any reasonable adjustments or have any accessibility requests during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology, please contact your talent acquisition specialist. All offers of employment are subject to background checks, including the right to work, reference education and for some roles criminal, and financial checks. If you have any concerns please reach out to our talent acquisition team to discuss.