IT Delivery & Service Manager
Elliotts is a family-owned builders merchant that’s been helping the south build since 1842. We’re in the business of doing great work with great people. Become part of our incredible team!
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
- Team
- Head Office
- Locations
- Head Office, Southampton
Perks of the job
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Unlimited training
There’s no cap on how much we’ll invest in your career. Join Elliotts and you’ll take ownership of your own development, with endless opportunities to learn, grow and develop. -
Profit Share
We run this business together, so when we do well, so do you! -
Family friendly
We offer our team enhanced pay for maternity and paternity leave. You’ll get 6 months full pay for maternity and 4 weeks full pay for paternity, going above and beyond the statutory requirements. We’ll even send you a baby hamper to celebrate the occasion.
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Team Trust Fund
We’ve also established a Team Trust Fund which aims to assist staff with a wide range of issues in a private and dignified manner, the door is always open and we support as much as we can. Whatever life throws at you, we’ve got your back.
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Pension contribution
We contribute 5.5% of salary to your workplace pension (2.5% above the government minimum)
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The little things
We’re running out of space…but whether it’s long service awards, payday pizza, recognition for a job well done, our famous Christmas hampers, staff discount or simply the friendly culture, we go the extra mile so you feel like a valued member of our incredible team.
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Wellbeing
The wellbeing of our teams is important to us and we provide a range of benefits to support you, including 24 hour access to GPs, confidential mental health support, physiotherapy as well as financial and wellbeing support when you need it.
What's it like at Elliotts?
One word comes up all the time. Friendly.
We’re not big on bureaucracy. But we ace ambition.
And when you need help, you’ll have some of the brightest, friendliest people at hand.
About Elliotts
Elliotts is a family-owned builders merchant that’s been helping the south build since 1842.
We’re in the business of doing great work with great people.
Become part of our incredible team!