IT Service Delivery Manager

Location: Billericay, Essex

Salary: Competitive

Contract Type: Permanent

Working Hours: 40 hours per week, Monday-Friday

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Perfect for someone who enjoys leading people, improving services and driving positive change across a growing organisation.

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 optimising Jira Service Management and driving continual improvement initiatives, you'll play a key role in how technology supports our colleagues, field teams and clients.

You'll work closely with the Head of IT Operations & Infrastructure and become the face of IT service delivery across the organisation. Through strong leadership, effective stakeholder engagement and a passion for service excellence, you'll help transform IT from a reactive support function into a proactive business partner.

Whether you're improving ITSM processes, developing team capability, reducing backlog, driving automation or enhancing customer experience, you'll have the autonomy and support to make a genuine impact.

Why join 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 ownership of Jira Service Management and help optimise workflows, reporting, automation and self-service capabilities. You'll have the opportunity to influence how services are delivered and supported long-term.

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 processes and implement improvements that make a measurable difference.

What we're looking for:

• Proven experience managing an IT Service Desk, IT Service Delivery or IT Support function.

• Strong leadership experience with a track record of coaching, mentoring and developing technical teams.

• 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 such as Jira Service Management, ServiceNow, Freshservice or similar.

• 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 and conducting post-incident reviews.

• 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 operating successfully in fast-paced, changing environments.

Desirable

• ITIL 4 Managing Professional or advanced ITSM certification.

• Jira Service Management administration and workflow design experience.

• 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.

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

• 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. #CF-IT