IT Service Delivery Manager
Location: Billericay, Essex
Salary: Competitive
Contract Type: Permanent
Working Hours: 40 hours per week, Monday-Friday
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We're looking for an experienced IT Service Delivery Manager to join Ground Control and take ownership of our Service Desk and IT Service Management function.
This is far more than a traditional Service Desk Manager role. You'll lead a team of Service Desk Analysts while shaping the processes, tools and ways of working that underpin IT service delivery across the business. From improving service performance and customer satisfaction to taking hands-on ownership of Jira Service Management and driving continual improvement initiatives, you'll play a key role in how technology supports our colleagues, field teams and clients.
Working closely with the Head of IT Operations & Infrastructure, you'll lead the delivery of high-quality IT services, build strong relationships with stakeholders and ensure technology continues to support the business effectively as it grows. This role offers the opportunity to influence strategy, develop people and make a lasting impact through service excellence and continual improvement.
Whether you're optimising ITSM processes, developing team capability, enhancing Jira Service Management, reducing operational inefficiencies or improving the end-user experience, you'll have the autonomy and support to shape how IT services are delivered across Ground Control.
Lead and develop a growing team – Take ownership of a team of Service Desk Analysts, providing coaching, mentoring and development opportunities that help individuals grow while building a high-performing, customer-focused culture.
Drive meaningful service improvement – Own and continuously improve the ITSM framework, including Incident, Problem, Change, Request and Knowledge Management processes. Your work will directly improve service quality, efficiency and customer satisfaction across the business.
Shape the future of IT service delivery – Take hands-on ownership of Jira Service Management, optimising workflows, queues, SLAs, reporting, automation and self-service capabilities. You'll become the subject matter expert for the platform, ensuring it continually evolves to meet the needs of the business.
Be a trusted partner to the business – Build strong relationships with stakeholders across Ground Control, helping improve communication, service transparency and confidence in IT.
Take ownership and make an impact – This is a role with real autonomy. You'll have the opportunity to identify opportunities, challenge existing ways of working and implement improvements that make a measurable difference across the organisation.
Proven experience managing an IT Service Desk, IT Service Delivery or IT Support function.
Strong leadership experience with a proven track record of coaching, mentoring and developing Service Desk or IT support teams, creating accountability and driving high performance.
Experience owning and improving ITSM processes, including Incident, Problem, Change and Request Management.
ITIL 4 Foundation certification or equivalent experience.
Experience owning or administering an ITSM platform, with hands-on experience of Jira Service Management highly desirable. Candidates with experience of alternative ITSM platforms such as ServiceNow, or similar will also be considered, provided they can demonstrate the ability and desire to quickly become the in-house Jira Service Management expert.
Strong understanding of SLA management, KPI reporting and continual service improvement.
Experience managing ticket backlogs, queue health and service performance.
Experience coordinating and managing Major Incidents, including post-incident reviews and driving lessons learned into service improvements.
Experience managing IT asset lifecycle processes, including asset tracking, auditing and equipment recovery.
Strong stakeholder management and communication skills with the ability to build trust across the business.
Experience presenting service performance data and recommendations to senior stakeholders.
Working knowledge of Microsoft 365, Active Directory, Exchange and Azure environments.
Experience leading IT service delivery through periods of organisational change and continual service improvement.
A proactive, ownership-led approach with the confidence to make decisions, challenge existing ways of working and take accountability for the organisation's IT service management platform and service delivery function.
ITIL 4 Managing Professional or advanced ITSM certification.
Experience implementing automation, self-service solutions or AI-enabled service improvements.
Microsoft Dynamics 365 experience.
Power BI reporting and dashboard development experience.
Intune or endpoint management experience.
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
Hybrid working flexibility across Billericay, London and home
Ongoing learning and development opportunities
Opportunity to shape, improve and transform a critical business function
If you're passionate about service excellence, developing people and creating high-performing IT support functions, we'd love to hear from you.
#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
