Hours:40 hours per week (Monday to Friday)

Location: Southampton, Head Office

About Elliotts

Elliotts is an independent builders’ merchant serving customers across the South of England. Founded in 1842, we remain family owned and focused on doing things properly.

We keep things straightforward - know our customers, work safely, deliver reliably, and support each other as a team. Decisions are made locally, close to the work.

The business is led by Tom, the great-great-great grandson of the founder. That long-term, hands-on approach shapes how we operate and how we look after our people.

Many of our team build long careers here. It’s a stable, supportive environment where people take pride in their work and back each other day to day.

About the role

We are looking for an IT Delivery & Service Manager to take ownership of how work is planned, prioritised, and delivered across our internal IT team.

This is a key role in ensuring that business requirements translate into completed work, service issues are handled effectively, and external suppliers are managed properly.

You will act as the central point for delivery coordination, helping a small but capable team stay focused, unblocked, and productive.

This role suits someone who enjoys making things happen, improving how teams work, and ensuring commitments are delivered consistently.

Key responsibilities

Delivery & Prioritisation Management

Own and coordinate sprint planning, prioritisation, and delivery tracking

Ensure work is clearly defined, visible, assigned, and progressing

Help protect team focus by managing interruptions and competing demands

Run stand-ups, delivery reviews, and retrospectives where appropriate

Identify blockers early and drive them through to resolution

Work with stakeholders to manage expectations, priorities, and trade-offs

Ensure delivery commitments are realistic, visible, and actively managed

Improve delivery predictability and reduce reactive firefighting over time

Service & Helpdesk Oversight

Oversee day-to-day IT support operations and ticket flow

Ensure incidents and service requests are prioritised appropriately

Monitor and improve SLA performance and response times

Act as escalation point for priority operational issues

Help balance reactive support demand against planned delivery work

Identify recurring support issues and coordinate root-cause improvements

Improve visibility and ownership across helpdesk activity

Supplier & Third-Party Management

Manage relationships with IT suppliers and external service providers

Track supplier performance against agreed expectations and commitments

Coordinate supplier activity affecting delivery timelines or operational stability

Escalate issues appropriately where supplier performance falls below expectations

Support contract and service review discussions where required

Ensure suppliers are actively managed rather than passively coordinated

Team Coordination & Operational Discipline

Help create structure and consistency across the IT function

Ensure priorities remain aligned to business needs and operational realities

Encourage accountability and ownership across the team

Challenge unclear, conflicting, or disruptive work requests

Support continuous improvement of delivery and support processes

Reduce hidden work, unmanaged requests, and operational ambiguity

Technical Understanding (supportive, not hands-on delivery)

Understand technical requirements sufficiently to support delivery decisions

Work effectively with technical teams, suppliers, and stakeholders

Contribute to discussions around feasibility, dependencies, and delivery risk

Ensure delivered work aligns with agreed business requirements

Maintain enough technical credibility to coordinate effectively with engineers and suppliers

About you

We are looking for someone who is:

Highly organised and naturally structured

Pragmatic and delivery-focused

Comfortable operating in busy, fast-moving environments

Confident managing competing priorities and operational pressure

Able to challenge constructively and hold people accountable

Calm under pressure and able to make practical decisions quickly

Comfortable working with both technical and non-technical stakeholders

Naturally proactive in identifying blockers, risks, and gaps

Focused on outcomes and delivery rather than process for its own sake

What's in it for you?

Annual profit share scheme
Pension scheme
24/7 wellbeing support
Enhanced Family leave - Maternity up to 6 months full pay, Paternity up to 4 weeks full pay
Unlimited training – sky’s the limit
Staff discounts
Christmas Hamper
Monthly Pizza on us

Elliotts

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