The Role

We’re The Restaurant Group — TRG for short — and we’re one of the UK’s biggest hospitality businesses. For more than 40 years we’ve been serving millions of guests across iconic brands like Wagamama, Barburrito and Brunning & Price. From high-street favourites to buzzing airports, our diverse portfolio has something for everyone.

The IT Service Delivery Manager ensures the effective and efficient delivery of IT services across a multi-site hospitality business, including own-brand and franchise locations. Reporting to the Head of IT and working closely with the Technology Manager, this role oversees service operations, manages SLAs, and drives continuous improvement to support operational excellence and guest experience.

What you’ll be doing

• Lead the delivery of IT services to internal and external stakeholders in line with agreed SLAs.
• Oversee the day-to-day IT service operations, including incident, problem, and change management.
• Monitor service performance metrics and implement corrective actions where necessary.
• Ensure uptime and reliability of guest-facing hospitality systems (POS, PMS, Wi-Fi, etc.)
• Serve as the primary point of contact for service delivery issues and escalations.
• Build and maintain strong relationships with business units and franchise partners to understand their IT needs and priorities.
• Manage relationships with third-party vendors, ensuring they meet contractual obligations and service standards.

What you bring

• Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s preferred).
• 5+ years of experience in IT service delivery, IT operations, or related roles.
• Proven experience managing service delivery teams and vendor relationships.
• ITIL Foundation certification (ITIL Intermediate or Expert is a plus)
• Operational experience desired but not essential
• Strong understanding of IT service management frameworks (e.g., ITIL, COBIT).
• Excellent problem-solving, organisational, and decision-making skills.
• Strong communication and interpersonal skills for stakeholder engagement.
• Proficiency with ITSM tools (e.g., ServiceNow, TopDesk).
• Ability to manage multiple priorities in a fast-paced environment.

What’s in it for you

• Impact from day one: Your decisions keep our sites trading and our guests happy.
• Freedom & flexibility: Field-based autonomy, blended with supportive HQ touchpoints.
• Career runway: Learn from industry pros, gain airport-specific expertise and grow with TRG.
• People you’ll like: Down-to-earth teammates who work hard, solve fast and have fun doing it.
• Travel covered: We’ll pick up the tab for the miles (and flights) you rack up.

We believe brilliant hospitality starts with brilliant people. We’re committed to building an inclusive workplace where every voice is valued, and we’re proud to be a Disability Confident employer.

Need adjustments during the application process? Just let us know — we want you to be at your best.

Keep our venues flight-ready and guest-ready, every day. Join a team where your expertise makes an immediate difference.