William Grant & Sons
Service Delivery Team Leader
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Are you ready to shape how high-quality IT services are delivered across a global business?
At William Grant & Sons, we are looking for a Service Delivery Team Leader to shape the next phase of our global Service Desk. This role will lead a modern, service-led approach that puts user experience, service quality, operational consistency, and continuous improvement at the centre of how IT supports the business.
What We Can Offer You
- 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.
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Main Responsibilities
What You’ll Do
You’ll take ownership of the global Service Desk and drive performance, experience, and continuous improvement:
- Lead and inspire a high-performing Service Desk team, building capability, engagement, and accountability
- Own service delivery end-to-end, ensuring fast, reliable, and high-quality support globally.
- Drive performance across SLAs, KPIs, and first contact resolution
- Champion customer experience, acting as the voice of the user across IT
- Manage incidents at pace, including major incident coordination and resolution
- Use data to improve, spotting trends and driving meaningful service improvements
- Accelerate automation and AI adoption to simplify and enhance service delivery
- Own ITSM processes and tools, ensuring consistency and operational excellence
- Embed governance and standards, aligned to ITIL best practice
- Collaborate across IT and suppliers to deliver seamless, end-to-end service outcomes
Our Ideal Candidate
What You’ll Bring
You’re a confident leader who thrives in a fast-moving, global environment:
- Experience leading Service Desk or Service Delivery teams
- Good understanding of ITIL and service management frameworks
- A track record of improving performance, experience, and efficiency
- Experience leveraging automation, AI, and data-led insights
- Strong stakeholder management and communication skills
- A hands-on leader who can operate strategically and operationally
- Experience with ITSM tools and modern service environments
About William Grant & Sons
A HOME FOR RARE CHARACTERS
William Grant & Sons: a home where Rare Characters thrive.
We value every employee for their rare character, distinctive skills, experience and perspectives. Every one of our colleagues has a role to play in helping us to achieve our growth ambitions.
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At William Grant & Sons, our vision is to be A home where rare characters thrive. We value all colleagues for their rare character, distinctive skills, experience and perspectives. Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We strive to create an environment where we can all be our best and bring our whole selves to work.
OUR AGILE WORKING PHILOSOPHY
Our agile working philosophy is to “Have your best work day everyday”.
Built on trust, we empower our rare characters to have their best work day every day. Where flexibility and positive working experiences help employees to feel connected and release potential across our teams.
We are open to discussing possible agile/flexible working options as part of the recruitment process.
INCLUSIVE RECRUITMENT PROCESS
Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We want to ensure that our recruitment process is inclusive.
We want to make sure that all applicants are treated equally. To support this we will anonymise all applications during the screening stage. Details such as name, dates and educational establishments will only be visible to the recruitment team and hiring leader once an applicant is invited to interview, these details are hidden during the screening stage. To be able to anonymise applications they all need to be in the same format. You can upload a CV but we would also ask you to complete an application form – your CV will not be visible during screening. We hope you agree that this is good use of your time to help ensure a fair recruitment process.
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