Neil Reader
Service Delivery Manager @Primark
Signup · Get unlimited contacts
WORK HISTORY
Service Delivery Manager @Primark
Lead the relationship between Technology and business operations, ensuring stable, predictable services across the Supply Chain and acting as the senior escalation point for critical issues. Drive Managed Service Partners to deliver high performance through strong SIAM governance, KPI/XLA frameworks, and disciplined commercial and contractual management.Own end-to-end service management across a complex multi-vendor environment, strengthening incident, major incident, problem and change processes to improve MTTR, prevent recurrence, and protect operational continuity. Lead major incidents with clarity and pace, ensuring rapid recovery and strong stakeholder communication.Lead major programmes of work across the Primark Supply Chain estate, designing and implementing new service models, stabilising and transitioning multiple depots, and aligning multi-vendor environments to deliver resilient, scalable and standardised support operations.Continuously uplift supplier performance by monitoring SLAs, incident trends, change adherence, and process maturity, driving strategic and tactical remediation to maintain a best-in-class operating model. Define, negotiate and embed SLAs/XLAs for new and evolving services to ensure measurable value and scalable delivery.Provide clear, timely communication to senior stakeholders on service health, risks, major incidents and improvement programmes. Manage Opex budgets responsibly, ensuring spend aligns with strategy, stability and business priorities. Ensure all suppliers meet required standards, policies and compliance expectations.Provide expert leadership on complex, high-visibility customer issues, ensuring rigorous RCA, meaningful corrective action and sustained service improvement.
SKILLS
ABOUT NEIL READER
Seasoned Service Delivery Leader with a track record of stabilising complex technology environments, transforming operating models and driving measurable service excellence across global and multi-vendor landscapes. I specialise in building high-performing teams, embedding ITIL and SIAM governance and creating service frameworks that scale, whether across automation platforms, supply chain estates, franchise networks or enterprise-wide technology services. Known for rescuing underperforming services and turning ambiguity into structure, I lead with clarity, pace and commercial awareness. My approach blends strong operational discipline with forward-looking strategy: designing governance models, strengthening incident/change/problem processes, defining XLAs and tightening vendor accountability to ensure services run predictably and continuously improve.I am recognised for delivering outcomes, not noise. Whether stabilising business-critical automation systems, shaping new service models from the ground up or leading through high-pressure major incidents, I bring calm leadership, decisive execution and a deep understanding of end-to-end technology operations.Core strengths include:Service Delivery Leadership: Designing and running ITIL/SIAM service models, governance frameworks, XLAs/SLAs and robust supplier performance structures.Operational Excellence: Reducing incident volume, improving MTTR, strengthening change governance and driving CSI across distributed estates.Transformation & Transition: Leading service transitions, onboarding new services/vendors, remediating legacy processes and embedding long-term operating models.Team & Partner Leadership: Building, mentoring and uplifting internal teams while orchestrating multiple partners (infrastructure, apps, networks, automation vendors, logistics operators, MSPs).Major Incident & Change Management: Proven command of crisis stabilisation, root-cause elimination and controlled change processes across 24/7 operations.Commercial Acumen: Ensuring value from partners, reducing waste and aligning service investments directly to business outcomes.Strategic Problem-Solving: Quickly assessing complex environments, identifying the real gaps and implementing practical, scalable solutions. Driven by continuous improvement and accountability, I thrive in environments where service matters and where strong leadership unlocks stability, growth and performance.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.