Do you want to lead a Service Desk that keeps one of the UK's biggest hospitality businesses running?
At Mitchells & Butlers, we're home to some of the UK's most-loved brands, serving millions of guests every year. Behind every great guest experience is reliable technology — and behind that technology is an exceptional Service Desk team.
We're looking for an experienced IT Service Desk Manager on a permanent basis, who can take ownership of our support operation, inspire high-performing teams, and drive the evolution from reactive support to proactive service excellence.
Supporting around 1,800 pubs, bars and restaurants alongside 1,500 corporate colleagues, you'll play a critical role in delivering exceptional IT services across a complex, fast-paced and highly visible environment.
If you're passionate about customer experience, service improvement, ITIL best practice and developing people, this is an opportunity to make a genuine impact at scale.
This is a hybrid working role based out of our Birmingham City Centre head office.
You’ll be rewarded:
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Hybrid and flexible working arrangements.
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Annual bonus scheme.
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33% discount across all Mitchells & Butlers brands.
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20% Friends & Family discount for five nominated guests.
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Private medical plan.
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Pension scheme.
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26 days annual leave.
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Free shares programme.
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High street retail discounts.
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Employee assistance programme and wellbeing support.
What You'll Be Doing in this IT Service Desk Manager role:
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Lead and develop Service Desk teams, creating a high-performance culture focused on service excellence.
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Own the Incident, Request and Desktop Support customer experience, ensuring consistently high levels of satisfaction.
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Drive ITIL-based Incident Management processes and lead major incident response during critical service outages.
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Develop and deliver a Service Desk roadmap aligned to our wider Technology strategy.
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Use automation, self-service capabilities and continual service improvement initiatives to improve efficiency and customer outcomes.
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Analyse service trends, identify root causes and work with technical teams to improve service stability.
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Build strong relationships with stakeholders, suppliers and technology teams to ensure collaborative service delivery.
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Define, monitor and report against KPIs, SLAs and operational performance measures.
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Lead proactive communications during incidents, translating technical issues into clear business-focused updates.
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Manage vendor performance, ensuring service levels are achieved and continuously improved.
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Create robust knowledge management practices that empower analysts and improve first-time resolution rates.
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Champion a culture of continuous improvement, challenging traditional ways of working and identifying opportunities to enhance services.
You'll also participate in an out-of-hours on-call rota and deputise for the Service Operations Manager when required.
What skills you will bring to this IT Service Desk Manager role:
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Minimum of 3 years’ experience in a Service Desk Management role, ability to demonstrate leading ITIL Service Desk management function in a fast-paced IT operations environment.
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Passionate about delivering a great customer experience with lots of drive to continuously improve and monitor the service we offer.
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Ability to build and maintain relationships, grow confidence, credibility and trust with customers, key stakeholders and BC&T colleagues.
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Effectively manage a variety of competing activities and priorities, prioritising any conflicts open and objectively.
- Proven ability to develop large teams, ensuring integration of internal resources and vendors
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A "blue-sky-thinker" who will continuously challenge the ‘status quo’ and align people and process with customer centric service delivery.
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Resilient and energetic, someone who thrives in fast paced environment with high focus on ‘getting stuff done’. See that obstacles to completion are managed and where possible removed.
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Experience of supporting a wide range of current IT technologies including Microsoft Azure, Office 365, EPOS, Workforce and Stock Management Systems, and SD WANs.
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Experience of major incident management and unflappable demeanour during system outages.
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Demonstrable problem-solving and analytical skills.
What makes Mitchells & Butlers a great place to work?
At M&B we value the unique perspectives each person brings. We believe that by fostering a culture of inclusion, respect, and allyship, we create a sense of belonging, engagement and teamwork which are essential to delivering great guest experiences. Join us and be a part of a great team
Closing Date: Friday 21st August 11:59pm
