Are you an experienced IT Service Delivery leader with a passion for building high-performing teams, driving operational excellence and delivering exceptional customer experiences?
At William Grant & Sons, we are looking for an IT Service Delivery Leader to shape the next phase of our global IT service delivery capability. This is a key leadership role responsible for delivering stable, efficient and customer-focused services across our global organisation while driving continual improvement, governance, automation and service innovation.
You'll provide visible leadership across the IT Service Desk ensuring our colleagues receive a consistent, high-quality technology experience regardless of location, whilst fostering a culture of accountability, collaboration and continuous improvement.
Key responsibilities
What you’ll do
You'll provide leadership and accountability for the delivery and continual improvement of IT services across a global environment:
- Lead, coach and develop high-performing teams, creating an inclusive culture that promotes engagement, accountability, capability development and high performance.
- Own end-to-end IT service delivery, ensuring services remain reliable, resilient and aligned to business requirements across regions, sites and time zones.
- Drive service performance, establishing meaningful SLAs, KPIs and experience measures that improve customer outcomes and operational effectiveness.
- Lead ITIL-based service management practices, ensuring effective governance across Incident, Major Incident, Problem and Request Fulfilment
- Provide leadership during major service incidents, ensuring effective coordination, stakeholder communication, service restoration and continual learning.
- Champion continual service improvement, using data, customer insight and operational trends to identify opportunities and drive measurable business value.
- Build trusted relationships with senior business stakeholders, acting as the voice of the customer and ensuring technology services support business priorities.
- Lead adoption of automation, self-service and AI-enabled capabilities, improving productivity, service quality and colleague experience.
- Ensure services operate within agreed security, risk and compliance requirements, supporting operational resilience and business continuity objectives.
- Establish an effective service management operating rhythm, including service reviews, and performance reporting.
About you
What you’ll bring
We're looking for a leader who combines strong operational expertise with the ability to build high-performing teams, influence stakeholders and lead positive change.
Essential
- Demonstrable leadership experience within IT Service Delivery or End User Services, with accountability for people, performance and service outcomes.
- Proven experience leading and developing teams, managing performance and driving employee engagement and capability development.
- Strong practical experience applying ITIL service management principles, including Incident, Major Incident, Problem, Change Enablement and Service Level Agreements.
- Demonstrable experience owning service performance and driving continual service improvement in a complex technology environment.
- Experience managing technology suppliers, managed service providers and cross-functional delivery teams.
- Strong stakeholder management skills, with the ability to engage, influence and challenge constructively at all organisational levels.
- Experience using data, metrics and customer insight to improve service quality, colleague experience and operational effectiveness.
- Experience with modern ITSM platforms and service management tooling.
Preferred
- Experience operating within a global or multi-regional organisation, supporting services across multiple countries and time zones.
- ITIL certification or equivalent service management qualification.
Reward and benefits
- We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan.
- Our employees enjoy a generous holiday entitlement and an opportunity to ‘buy’ or ‘sell’ some holiday entitlement.
- Private Healthcare and Doctor@Hand (remote GP service).
- Our employees can join a defined contribution pension plan. Employees contribute either 4% or 5% of salary, the company contributes 8% or 10% depending on the employee contribution. Employee contributions can be made through salary sacrifice.
- Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues.
- Our Life Assurance cover is a multiple of eight times your annual basic salary.
- Product allocation so that you can enjoy our fantastic portfolio of brands.
- Our Cycle to Work scheme allows you to hire a bike for an agreed length of time, and then snap it up for a fraction of its original value. All while making savings (at least 25%) and spreading the cost.
- Every employee has the opportunity to claim up to £1,000 per year for a charity or charities for which they have raised money, volunteered their time or personally donated.
- Learning resources to help you be your best self.
