IT Service Desk Delivery Manager
Location: Billericay
Salary: Competitive
Contract Type: Permanent
Working Hours: 40 hours per week, Monday-Friday
We're looking for an experienced IT Service Delivery Manager to lead our Service Desk and take ownership of IT Service Management at Ground Control.
This is more than a traditional Service Desk Manager role. You'll lead a team of Service Desk Analysts while driving service improvement, optimising Jira Service Management and ensuring IT services continue to evolve alongside the business. Working closely with the Head of IT Operations & Infrastructure, you'll shape how IT supports our colleagues through strong leadership, effective stakeholder management and a focus on service excellence.
If you're passionate about developing people, improving ITSM processes and creating outstanding customer experiences, this is an opportunity to make a lasting impact.
Lead and develop a growing team – Coach and mentor Service Desk Analysts, creating a high-performing, customer-focused culture.
Drive continual improvement – Own Incident, Problem, Change, Request and Knowledge Management processes, improving service quality and efficiency.
Own Jira Service Management – Optimise workflows, SLAs, reporting, automation and self-service capabilities while acting as the platform owner.
Partner with the business – Build strong relationships with stakeholders and help shape the future of IT service delivery.
Make your mark – Take ownership of a critical function with the autonomy to introduce meaningful improvements.
Experience managing an IT Service Desk, IT Service Delivery or IT Support function.
Proven leadership experience developing high-performing Service Desk or IT support teams.
Strong knowledge of ITSM processes, including Incident, Problem, Change and Request Management.
ITIL 4 Foundation (or equivalent).
Experience administering an ITSM platform. Hands-on Jira Service Management experience is highly desirable, although candidates with platforms such as ServiceNow will also be considered.
Experience managing SLAs, KPIs, ticket backlogs and Major Incidents.
Knowledge of IT asset lifecycle management and governance.
Strong stakeholder management and communication skills.
Working knowledge of Microsoft 365, Active Directory, Exchange and Azure.
A proactive, ownership-led approach with a passion for continual service improvement.
ITIL 4 Managing Professional.
Experience with automation or self-service solutions.
Microsoft Dynamics 365.
Power BI.
Intune or endpoint management.
Benefits:
Competitive salary – aligned with your skills and experience
Performance‑linked bonus: Bonus opportunities aligned to your level and contribution.
Pension scheme – helping you plan for the future
Recognition schemes – celebrating and rewarding great work
Private GP service – fast, convenient access to medical support
Life insurance – providing added peace of mind
Subsidised gym membership – supporting your health and wellbeing
Holiday buy scheme – purchase up to 5 additional days of annual leave
#INDHP
Equal Opportunities Statement
At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.
We are proud to be an equal opportunities employer. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, or any other protected characteristic as defined in the Equality Act 2010.
We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment, including training, development, promotion, pay, and termination. We are committed to providing reasonable adjustments for disabled applicants and employees, and to creating a working environment free from discrimination, harassment, bullying, or victimisation.
We expect all colleagues to uphold our values of dignity, respect, and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training, inclusive policies, and accountability at all levels. #CFIT
