At a Glance
- Tasks: Lead IT service delivery and improve performance across multiple airports.
- Company: Join AGS Airports, a leader in aviation technology services.
- Benefits: Enjoy competitive salary, bonus plan, generous holidays, and private healthcare.
- Other info: Flexible working options and strong focus on diversity and inclusion.
- Why this job: Make a real impact on IT services that support airport operations.
- Qualifications: Degree in IT or related field; experience in service management required.
We have an exciting opportunity at AGS Airports for an IT Service Delivery Manager to join our IT team.
The role will be based at Glasgow Airport.
What we can offer you:
• Competitive salary and benefits package
• Participation in our annual bonus plan
• 25 days annual holiday plus 8 public holidays
• Generous pension contributions
• Employee Assistance Programme
• Private Healthcare
• Flexible Benefit Platform
• Life Assurance Cover
• Free on-site car parking
• Agile/Flexible working, where appropriate for the role
Principal Accountabilities
- AGS Airports is seeking an IT Service Delivery Manager to lead the operational delivery, performance and continual improvement of IT services across Glasgow, Aberdeen and Southampton airports. Reporting to the IT Cyber & Operations Director, the role will be responsible for ensuring technology services are delivered reliably, securely and in line with agreed business requirements.
- The successful candidate will act as the primary operational interface between AGS, managed service providers and technology suppliers, ensuring effective service performance, operational resilience, supplier accountability and customer satisfaction. The role will drive service improvement, coordinate operational governance activities and provide leadership during major incidents and service escalations.
Job Description
- Own the operational delivery and performance of IT services across AGS Airports, ensuring services meet agreed service levels, business expectations and operational requirements.
- Manage service providers and technology suppliers through regular service reviews, SLA monitoring, performance reporting, escalation management and improvement planning.
- Lead and coordinate Incident, Major Incident, Problem, Change and Service Request Management processes, ensuring effective service restoration and risk management.
- Act as the operational lead for major incidents, business-critical service disruptions and supplier escalations, providing clear communication and stakeholder management throughout.
- Develop and maintain service reporting, KPI dashboards and operational performance metrics to support continual service improvement and informed decision making.
- Drive service improvement initiatives through trend analysis, root cause investigation, problem management and supplier performance reviews.
- Support operational resilience, disaster recovery planning, business continuity testing and service readiness activities across critical technology services.
- Work closely with Cyber Security, Infrastructure, Business Applications, Digital and Project Delivery teams to ensure seamless service transition, supportability and operational ownership of new services.
- Ensure IT services operate in accordance with AGS governance standards, cybersecurity requirements, audit obligations, regulatory expectations and operational risk management processes.
- Build strong relationships across airport operations, corporate functions and third-party suppliers to ensure technology services continue to support business priorities effectively.
Education & Experience
Essential education and experience
- Degree-level qualification or equivalent professional experience in Information Technology, Service Management, Operations Management or a related discipline.
- Proven experience in IT Service Management, Service Delivery Management or IT Operations leadership roles.
- Experience managing third-party suppliers, managed service providers and outsourced support contracts within a multi-supplier environment.
- Strong understanding of Incident, Problem, Change and Service Level Management processes and best practice.
- Experience developing service reporting, performance metrics and operational dashboards to drive service improvement.
- Experience leading operational escalations, business-critical incidents and stakeholder communications.
- Evidence of continued professional development in service management, supplier management, IT operations or related disciplines.
Desirable education and experience:
- ITIL Foundation, ITIL Managing Professional or equivalent Service Management qualification.
- Experience working with ServiceNow or equivalent ITSM platforms.
- Experience within aviation, transport, infrastructure or other operationally critical environments.
- Knowledge of SIAM, supplier governance and service integration models.
- Business continuity, disaster recovery or operational resilience experience.
Frameworks and Boundaries
- The role operates within the Information Technology, Data and Digital function and reports to the IT Cyber & Operations Director. The position has no direct reports but provides leadership across suppliers, support partners and operational stakeholders.
- The post holder will be responsible for operational service governance, supplier performance management and service improvement activities across AGS technology services.
- The role works across Glasgow, Aberdeen and Southampton airports and may be required to support major incidents, critical operational escalations and priority service recovery activities outside normal business hours where business-critical services are impacted.
Inclusive Recruitment Process
Diversity & Inclusion is important to us here at the AGS Group. We want to ensure that our process is inclusive for all applicants. If you have any questions or need any support with your application, we are here to help. Please contact our recruitment team at ags_recruitment@agsairports.co.uk
IT Service Delivery Manager in Glasgow employer: AGS Airports
AGS Airports is an exceptional employer, offering a competitive salary and comprehensive benefits package, including private healthcare and generous pension contributions. Our inclusive work culture fosters employee growth through continuous professional development opportunities, while our agile working environment at Glasgow Airport ensures a dynamic and supportive atmosphere for all team members. Join us to be part of a dedicated team that values operational excellence and customer satisfaction in the aviation sector.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Manager in Glasgow
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what AGS Airports values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges AGS Airports might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at AGS Airports!
✨Direct Apply to AGS Airports
Let's not forget to apply directly through the AGS Airports website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Delivery Manager in Glasgow
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at AGS Airports.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at AGS Airports. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at AGS Airports
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
