Service Delivery Team Leader

직무 소개

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. 

주요 업무

What you’ll do

You'll 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.

우리의 이상적인 후보자

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 

• 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.

우리가 제공할 수 있는 것

• 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.

회사 소개

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.

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.