People leadership:* Proven ability to lead, coach and develop a high-performing, engaged and accountable service delivery team. For example, the successful candidate will set clear team priorities, run effective one-to-ones, support development plans, and create a culture where service ownership, communication and follow-through are consistently expected.Stakeholder management:* Strong relationship-building skills with the ability to engage confidently across IT, departmental leaders, store managers and colleagues, regional teams and support office colleagues. The role requires a visible, service-led approach, including structured store visits, regular business engagement sessions, and clear communication of service performance, risks and improvement actions.Service management expertise:* Deep knowledge of application support, service operations and IT service management, ideally in a retail environment and preferably with experience of Business Central, LS Retail or similar enterprise systems. The candidate does not need to be the deepest technical expert in every area, but must have enough technical and operational understanding to ask the right questions, challenge assumptions and drive effective outcomes.Vendor and supplier management:* Demonstrable experience managing third-party suppliers against agreed service levels, contractual obligations and business outcomes. This includes maintaining constructive partnerships while also challenging suppliers on performance, root-cause analysis, continuous improvement and value for money.ITIL and service process maturity:* Good working knowledge of ITIL practices such as incident management, problem management, change enablement, service request management, service level management and continual improvement. The candidate should be able to evolve these practices pragmatically, aligning the level of process maturity to the scale, risk and needs of Woodie's.Standards-based approach:* Awareness of recognised service management standards such as ISO/IEC 20000-1, which emphasises the planning, design, transition, delivery and continual improvement of services through a structured service management system. The successful candidate will apply these principles practically, for example by ensuring services have clear ownership, documented support models, measurable service levels and regular performance reviews.