IT&D Manager, Service Delivery

We are Reckitt

Information Technology & Digital

About the role

The IT&D Manager, IT Service Delivery is accountable for the end-to-end service delivery, operational performance, and continual improvement of IT applications and services aligned to a defined Business Capability Stream (e.g. HR, Finance, ERP, Supply, Marketing, R&D) within a predominantly outsourced operating model.

This role acts as the single point of accountability for service outcomes, ensuring that strategic service providers deliver stable, resilient, secure, and business-aligned services that meet agreed SLAs, XLAs, and contractual commitments. The role serves as the primary business-facing IT partner, translating business priorities into operational requirements and orchestrating internal IT teams and multiple suppliers to deliver seamless, high-quality services.

Your responsibilities

1. End-to-End Service Accountability
. Own the end-to-end operational performance of all applications and services within the assigned capability stream, regardless of supplier or delivery tower.
. Act as the business-facing service owner, accountable for availability, reliability, performance, and user experience.
. Ensure services are operated as integrated end-to-end value streams, not disconnected vendor silos.

2. Supplier & SIAM-Oriented Service Orchestration
. Lead and govern strategic managed service providers, SaaS vendors, and system integrators delivering application and service support.
. Operate as part of a SIAM-style model, ensuring clear RACI, handoffs, and collaboration across multiple suppliers.
. Hold suppliers accountable for outcomes, not effort, including SLA performance, incident quality, proactive problem prevention, and continuous improvement.

3. Service Performance & Governance
. Define, manage, and continuously improve SLAs, XLAs and KPIs aligned to business priorities and critical business events.
. Ensure transparent, accurate, and meaningful reporting focused on:
o Business impact
o Service stability
o User experience
o Root cause and trend insights

4. Stakeholder & Business Relationship Management
. Serve as the primary IT service delivery partner for senior stakeholders within the aligned capability stream.
. Translate business demand, priorities, and pain points into service delivery objectives and supplier commitments.
. Proactively communicate service health, risks, and improvement actions using clear, business-focused language.
. Represent operational readiness, risk, and service impact in business governance forums.

5. Incident, Major Incident & Problem Management
. Ensure robust incident and major incident management across suppliers, including escalation, coordination, and communications.
. Drive Problem Management discipline across vendors, ensuring root causes are identified, recurring issues eliminated, and permanent fixes delivered.
. Hold suppliers accountable for preventable incidents and repeat failures.

6. Change, Release & Service Transition Oversight
. Govern supplier-led change and release activities to balance speed, stability, and risk.
. Accountable for service transition readiness for new systems, enhancements, or supplier changes, including:
o Support models
o Knowledge transfer
o Runbooks
o Monitoring and alerting
o Service desk enablement

7. Operational Risk, Resilience & Compliance
. Identify and manage service delivery risks across suppliers, including capacity, resilience, security, and compliance.
. Ensure services adhere to internal controls, audit requirements, and regulatory obligations.

8. Continual Improvement, Automation & Efficiency
. Use incident, problem, and performance data to prioritise improvement initiatives.
. Drive automation, simplification, and standardisation across suppliers to:
o Reduce manual effort
o Improve stability
o Lower run costs
o Enhance user experience

9. Financial & Contractual Management (Run Services)
. Manage run-state costs associated with the service portfolio, including vendor spend and support contracts.
. Ensure cost transparency and value-for-money from service providers.
. Support commercial governance, contract compliance, and service demand prioritisation.

The experience we're looking for

. Proven experience leading IT service delivery in an outsourced or SIAM-based environment.
. Strong expertise in ITIL-based service management (incident, problem, change, service transition, service level management).
. Demonstrated ability to manage multiple suppliers and drive end-to-end service outcomes.
. Strong stakeholder engagement skills with senior business leaders.
. Experience supporting large-scale enterprise platforms (e.g. SAP, Siebel, SuccessFactors, Oracle, Salesforce, PLM).
. Financial and vendor commercial management experience.
. Exposure to automation, observability, and modern operations practices (AIOps concepts).
. Deep hands-on experience with ServiceNow as the enterprise IT Service Management platform, including Incident, Problem, Change, Request, and Service Level Management.
. Understanding of ServiceNow CMDB, service mapping, and dependency modelling to enable true end-to-end service ownership.
. Experience defining and governing ITSM workflows, SLAs/XLAs, dashboards, and reporting within ServiceNow, and using ServiceNow data and insights to drive operational performance, problem reduction, and continual service improvement.

What Success Looks Like
. Stable, predictable services with minimal business disruption
. Suppliers operating as one integrated service ecosystem
. Reduced incident volumes and repeat issues
. Clear service ownership and accountability
. Improved business satisfaction and trust in IT delivery

The skills for success

Service Delivery, IT Operations, SIAM, ITIL

What we offer

Equality