William Grant & Sons
Service Delivery Team Leader
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Lead IT service delivery across a global business!
Are you an experienced IT Service Delivery leader with a passion for building high-performing teams, driving operational excellence and delivering exceptional customer experiences?
At William Grant & Sons, we are looking for an IT Service Delivery Leader to shape the next phase of our global IT service delivery capability. This is a key leadership role responsible for delivering stable, efficient and customer-focused services across our global organisation while driving continual improvement, governance, automation and service innovation.
You'll provide visible leadership across the IT Service Desk ensuring our colleagues receive a consistent, high-quality technology experience regardless of location, whilst fostering a culture of accountability, collaboration and continuous improvement.
What you'll do
- Provide leadership and accountability for the delivery and continual improvement of IT services across a global environment:
- Lead, coach and develop high-performing teams, creating an inclusive culture that promotes engagement, accountability, capability development and high performance.
- Own end-to-end IT service delivery, ensuring services remain reliable, resilient and aligned to business requirements across regions, sites and time zones.
- Drive service performance, establishing meaningful SLAs, KPIs and experience measures that improve customer outcomes and operational effectiveness.
- Lead ITIL-based service management practices, ensuring effective governance across Incident, Major Incident, Problem and Request Fulfilment
- Provide leadership during major service incidents, ensuring effective coordination, stakeholder communication, service restoration and continual learning.
- Champion continual service improvement, using data, customer insight and operational trends to identify opportunities and drive measurable business value.
- Build trusted relationships with senior business stakeholders, acting as the voice of the customer and ensuring technology services support business priorities.
- Lead adoption of automation, self-service and AI-enabled capabilities, improving productivity, service quality and colleague experience.
- Ensure services operate within agreed security, risk and compliance requirements, supporting operational resilience and business continuity objectives.
- Establish an effective service management operating rhythm, including service reviews, and performance reporting.
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What you'll bring
We're looking for a leader who combines strong operational expertise with the ability to build high-performing teams, influence stakeholders and lead positive change.
Essential
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- Demonstrable leadership experience within IT Service Delivery or End User Services, with accountability for people, performance and service outcomes.
- Proven experience leading and developing teams, managing performance and driving employee engagement and capability development.
- Strong practical experience applying ITIL service management principles, including Incident, Major Incident, Problem, Change Enablement and Service Level Agreements.
- Demonstrable experience owning service performance and driving continual service improvement in a complex technology environment.
- Experience managing technology suppliers, managed service providers and cross-functional delivery teams.
- Strong stakeholder management skills, with the ability to engage, influence and challenge constructively at all organisational levels.
- Experience using data, metrics and customer insight to improve service quality, colleague experience and operational effectiveness.
- Experience with modern ITSM platforms and service management tooling.
Preferred
- Experience operating within a global or multi-regional organisation, supporting services across multiple countries and time zones.
- ITIL certification or equivalent service management qualification.
Please note that this role requires a minimum of 4 days per week to be worked from our offices in Cumbernauld.
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