Ground Control
IT Service Delivery Manager
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IT Service Delivery Manager
IT Service Delivery Manager
Location: Billericay, Essex
Salary: Competitive
Contract Type: Permanent
Working Hours: 40 hours per week, Monday–Friday
About the Role
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 role is far more than a traditional Service Desk Manager position.
You’ll:
- Lead a team of Service Desk Analysts.
- Shape the processes, tools, and ways of working that underpin IT service delivery across the business.
- Improve service performance and customer satisfaction.
- Take hands-on ownership of Jira Service Management.
- Drive continual improvement initiatives.
Working closely with the Head of IT Operations & Infrastructure, you’ll ensure technology continues to support Ground Control’s colleagues, field teams, and clients effectively as the business grows.
This role offers the opportunity to:
- Influence IT strategy.
- Develop team capability.
- Make a lasting impact through service excellence and continual improvement.
Key Responsibilities
- Lead and develop a growing team of Service Desk Analysts, providing coaching, mentoring, and development opportunities.
- Own and continuously improve ITSM framework processes, including:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Knowledge Management
- Take hands-on ownership of Jira Service Management, optimising workflows, queues, SLAs, reporting, automation, and self-service capabilities.
- Manage ticket backlogs, queue health, and service performance. -Coordinate and manage Major Incidents, including post-incident reviews and driving lessons learned into improvements.
- Manage IT asset lifecycle processes, including:
- Asset tracking
- Auditing
- Equipment recovery
- Build strong stakeholder relationships and drive clear communication about service performance.
- Improve service transparency and build confidence in IT across the business.
- Lead IT service delivery through periods of organisational change and service transformation.
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Requirements
Essential
- 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 Service Desk or IT support teams.
- Creating accountability and driving high performance.
- Experience owning and improving ITSM processes:
- 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 (desirable).
- Consideration given to candidates with experience on ServiceNow or similar platforms.
- Strong understanding of:
- SLA management.
- KPI reporting.
- Continual service improvement.
- Experience in ticket backlog management and queue health.
- Knowledge of Major Incident management, post-incident reviews, and lessons learned.
- Experience in IT asset lifecycle management (tracking, auditing, recovery).
- Strong stakeholder management and communication skills.
- Ability to present service performance data and recommendations to senior stakeholders.
- Working knowledge of:
- Microsoft 365.
- Active Directory.
- Exchange.
- Azure.
- Proactive ownership approach with confidence to:
- Make decisions.
- Challenge existing processes.
- Account for IT service management and delivery.
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Desirable
- ITIL 4 Managing Professional or advanced ITSM certification.
- Experience implementing:
- Automation.
- Self-service solutions.
- AI-enabled service improvements.
- Microsoft Dynamics 365 experience.
- Power BI reporting and dashboard development experience.
- Intune or endpoint management experience.
Why Join Ground Control?
- Competitive salary, performance-linked bonuses.
- Pension scheme – secure your future.
- Recognition schemes – celebrate achievements.
- Private GP service – fast, convenient medical support.
- Life insurance – peace of mind.
- Subsidised gym membership – support health and wellbeing.
- Holiday buy scheme – purchase extra leave.
- Hybrid working flexibility (Billericay, London, home).
- Ongoing learning and development opportunities.
- Chance to shape, improve, and transform a critical business function.
Equal Opportunities Statement
At Ground Control, we are committed to fostering an inclusive, diverse workplace where everyone feels valued, respected, and empowered to thrive.
We are an equal opportunities employer and 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
We support and promote an inclusive culture, ensuring a fair recruitment process and workplace. We create reasonable adjustments for disabled employees and maintain a work environment free from discrimination, harassment, bullying, or victimisation.
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