Head of Service Delivery – Pets at Home, Handforth, Wilmslow, Competitive package

Founded in 1991, Pets at Home are listed as a FTSE 250 company on the London Stock Exchange.

We are the UK’s leading pet care business, providing pet owners with everything they need to be able to look after their pet – from food, toys and bedding, and grooming services, right the way through to veterinary care.


Our Brands

  • Pets at Home

Pets at Home offers the ultimate one stop shop experience, with a UK wide store network and omnichannel offering.

  • Vets4Pets

The largest small animal veterinary services group in the UK, with practices in our stores and in standalone locations. We also provide specialist veterinary care to first opinion practices through our referral centre network.

  • The Groom Room

Groom Room salons can be found within many Pets at Home stores, offering full dog grooming, baths, Microchipping, and nail clipping.


Our Values

We live our values day-in, day-out!

  • We put pets first!

Pet Welfare in our priority. It’s at the heart of everything we do.

  • We help pet owners be their best.

We know the power of the pet-owner bond and we strive to help owners be the best they can be.

  • We’re experts in our fields.

We are experts and trusted advisors – the best in our industry.

  • We lead the way.

We never stop striving to improve our industry, support our communities and protect our planet.

The Role:

The Head of Service Delivery will manage the Service Desk, 1st & 2nd Line, Infrastructure, Application Support, Service Management & IT Operations for the Pets at Home Group supporting our Pet Care Centres, Support Offices and Distribution Centres.

The role will report into the Group CIO, and the successful candidate will be accustomed to working as part of a senior leadership team.

  • Work closely with other members of the Senior IT Leadership team, Business Functions Directors and other key stakeholders to define, prioritise and deliver IT services and governance and best practice.
  • Implement strategic and operational plans for on-going delivery of IT support services. Develop, implement, and maintain IT Service Management policies and processes.
  • Oversee the Infrastructure, cloud services and Service Desk Support Teams. Drive IT service management, development, and management of the IT governance.


Skills & Experience Required:

  • Proven Service Delivery Management Experience.
  • Good knowledge of ITIL processes / perhaps ITIL qualified.
  • Experience implementing and managing service management disciplines.
  • Creating, leading, shaping, and supporting infrastructure, support, service desk teams.
  • Excellent stakeholder management skills with the ability to influence.
  • Commercially minded.
  • Customer focussed.
  • Experience working within the retail Industry or health care sectors – desirable but not essential.
  • Must have a ‘people’ over ‘process’ mindset.
  • Exposure to digital transformation, knowledge of development and devops teams.
  • People leadership and performance management.


For an informal and confidential discussion, please speak with our advisor at Berwick Partners: 

Fran Grant, Consultant – IT Practice


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