Service Desk Manager

Because we strive to put people first.  
Culture, our way. 

Technology at Primark

What’s a career at Primark all about? The positive impact you’re making, the experiences you’re having and the people you’re with. You’re our inspiration. Embrace what sets you apart, own your career and develop in ways you never expected. Leave your mark. And do it your way.  

What You’ll Do as a Service Desk Manager

The work you do shapes the impact we have. We’re focused on providing you with the culture to reach your potential. Your wellbeing is our top priority.

• Oversee performance of third-party Service Desk providers to ensure compliance with SLAs, OLAs, and KPIs.
• Implement governance and performance management frameworks, including service reviews and escalation handling.
• Analyze performance data and customer feedback to identify and drive service improvements.
• Ensure adherence to ITIL processes for incident, request, problem, and change management.
• Collaborate with internal IT teams and suppliers for seamless service delivery and issue resolution.
• Manage service transitions and onboarding of new suppliers. 

What You’ll Get 

People are at the heart of what we do here, so it’s essential we provide you with the right environment to perform at your very best. Let’s talk lifestyle:   

Let’s talk lifestyle: Healthcare, pension, and potential bonus. 27 days of leave, plus bank holidays and if you want, you can buy 5 more. Because Primark is all about tailoring to you, we offer Tax Saver Tickets, fitness centre, and a subsidised cafeteria.  

What You’ll Bring  

Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular:

• Proven experience managing IT Service Desk operations, including third-party providers.
• Strong knowledge of ITIL processes with focus on Incident, Problem, and Request Management.
• Expertise in SLA/KPI management and driving supplier performance improvements. Excellent communication and stakeholder management skills with strong analytical capability. Experience in multi-supplier environments or SIAM model and leading governance meetings.
• ITIL certification preferred, with familiarity in ITSM tools and continuous improvement methodologies. 

Does this sound like you? Great, because we can’t wait to see what you’ll bring. You’ll be supported within a team of equally capable people, celebrating who you are and aiding you reach your potential. At Primark, we’re excited about our future - and we’re excited to develop yours.  

About Primark 

At Primark, people matter. They’re the beating heart of our business and the reason we’ve grown from our first store in Dublin in 1969 to a £9bn+ turnover business and over 80,000 colleagues and over 440 stores in 17 countries today. Our values run through everything we do. In essence, we're Caring and always strive to put people first. We're also Dynamic, bravely pushing the boundaries to stay ahead. And finally, we succeed Together.  

If you need any reasonable adjustments or have an accessibility request, during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology please contact your talent acquisition specialist. 

All offers of employment are subject to background checks, including right to work, reference education and for some roles criminal, and financial checks. If you have any concerns, please reach out to our talent acquisition team to discuss. 

Our fashion isn’t one-size-fits-all and neither is our culture. Primark promotes equal employment opportunity, we strive to create an inclusive workplace where people can be themselves, access opportunities and thrive together.

Our fashion isn’t one-size-fits-all and neither is our culture. Primark promotes equal employment opportunity, we strive to create an inclusive workplace where people can be themselves, access opportunities and thrive together.