Service Delivery Manager

About Us

In a nutshell, we’re all about making the world of wine a better place. We fund and source directly from independent winemakers to bring customers better quality wine for a better price. No thirsty middlemen as far as the eye can see.

It’s a different way of doing things, sure. But it works. We’re one of the UK’s favourite wine clubs, shipping over 1 million (!) cases a year to curious wine lovers. And with an ambitious road ahead, we’ve got no plans on plugging the cork on growth.

Our global team (we have offices in the US and Australia, too) is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot. 

It takes a village to be Naked. That’s why we’re always on the lookout for eager talent to join the club. And now, our Service Management team is looking for a Service Delivery Manager to join the fun. So if you’re keen to help us take the guesswork out of enjoying great wine (that’s what we’re passionate about), there’s a Naked welcome pack with your name on it.

As a Service Delivery Manager (SDM), you’ll play a key role in ensuring the efficient and effective delivery of technology services across the organisation. You'll focus on service performance, stakeholder engagement, continuous improvement, and vendor management, ensuring IT services align with business needs and strategic objectives.

Working closely with Technology Support Operations and product development teams, you'll drive service excellence, optimise ITSM processes, and maintain a robust service framework that supports business growth.

We embrace a Continuous Improvement mindset, always striving to enhance service quality and optimise operations for better business outcomes.

Together, we’ll take Naked Wines to the next level – and share our not-so-well-kept secret with the world.

Location & Flexible Working

Norwich - We know there is more to life than work and finding the right balance is important. That's why we offer flexible, hybrid working. If you need time out for the school run we can work around it. If you have regular appointments or classes that make typical 9-5 hours a challenge let us know. Our only specific ask is that you're able to spend at least 1 day per week in our Norwich office.

Requirements

What You’ll Be Responsible For:

Service Performance & Continuous Improvement

• Monitor and report on IT service performance, ensuring SLAs and KPIs are met.
• Identify and implement service improvement initiatives, using data insights to enhance operational efficiency.
• Champion best practices in IT Service Management (ITSM) to drive consistency and effectiveness.
• Collaborate with development teams and technology leadership to ensure service reliability and stability.

Stakeholder & Vendor Management

• Act as the primary point of contact for business stakeholders regarding IT service performance.
• Build strong relationships with internal teams to ensure technology aligns with business goals.
• Manage third-party vendors and service providers, ensuring contract compliance and SLA performance.
• Facilitate service reviews with key stakeholders, ensuring transparency and continuous alignment.

Governance & Compliance

• Ensure IT services comply with ITIL frameworks, security policies, and regulatory requirements.
• Maintain and improve service documentation, including processes, standards, and best practices.

Technology & Service Strategy

• Work with Support Ops Analysts to ensure smooth issue resolution and minimal business disruption.
• Support service transition processes, ensuring seamless integration of new or updated services.
• Contribute to the strategic roadmap for Service Management, aligning IT services with business goals.
• Identify opportunities for automation and optimisation, enhancing service efficiency and user experience.

You have:

• Ambition (dream big): Implements the strategy providing feedback (what works and doesn’t)
• Judgement: Questions the status quo, tests hypotheses and shares outcomes
• Discipline: Delivers on commitments, on time with quality
• Influence (have a big impact): You are a team player who works to ensure the entire team succeeds
• Accountability (take full responsibility): Delivers results; Recognises mistakes and quickly shares them

And finally you live by our Naked values:

• You support all stakeholders from the Winemaker, through to the Customer. We are Naked Together.
• You embrace growth, pushing yourself out of your comfort zone to overcome obstacles.
• You always start with our customers and winemakers.
• You keep it simple and are data-led, from the wine itself to the ways of working.
• You do the right thing, holding yourself accountable with honesty and openness.

Benefits

As part of the Naked family, we want you to know we've got your back. Here are a few of the perks you'll enjoy when you join the team…

• A competitive salary of £50-55k pa plus annual bonus opportunity
• Personal Healthcare

• 26 days holiday and bank holidays (you can buy or sell holiday too)
• A £300 annual personal development budget - we're passionate about supporting people to follow their dreams inside or outside of Naked
• £450 every year to treat yourself to some of our delicious wines...all in the name of research, of course
• We want to do our bit for the community and give everyone paid leave to volunteer
• We have Wellbeing Champions and access to  mindfulness resources including the Headspace app
• Enhanced parental leave
• Honeymoon leave - newlyweds get an extra week of annual leave
• We like to surprise and delight you with lovely thoughtful gifts including Naked Wine and lots more...

Equal Opportunities

At Naked Wines, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our winemakers and customers. Our commitment extends beyond wine to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation.We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, Naked Wines encourages applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments

Naked Wines is committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully. If you have specific requirements or need adjustments at any stage of the application or interview process, please do not hesitate to get in touch. In your application, feel free to indicate your preferred pronouns (for example - she/her/hers, he/him/his, they/them/theirs, etc)to help us better address and respect your identity throughout the process.