IT Service Delivery Lead

Sitting within the IT team, this role is responsible for IT Service Delivery for the Windracers Group. The key functions of this role include:

• Responsibility for ensuring the reliable, secure, and high‑quality delivery of IT services across the organisation.
• Overseeing day‑to‑day service operations, managing suppliers, leading service improvement initiatives, and acting as the key point of contact for stakeholders who depend on stable IT services.
• Ensuring that IT services remain aligned with business needs, operational priorities, and industry best practice.
• Managing the Service Delivery team.

Responsibilities/Tasks

• Service Operations & Performance
  • Lead end‑to‑end IT service delivery.
  • Oversee incident, problem, change, and release management processes.
  • Ensure major incidents are managed effectively, with clear communication and timely resolution.
  • Produce regular service performance reports for leadership and stakeholders.
• Stakeholder Engagement
  • Act as the interface between IT and business teams, ensuring service expectations are understood and met.
  • Build strong relationships with internal teams, senior leaders, and external partners.
  • Translate business requirements into actionable service improvements.
• Governance, Compliance & Security
  • Ensure IT services comply with organisational policies, industry standards, and regulatory requirements.
  • Maintain accurate service documentation, configuration records, and asset inventories.
  • Support audits, risk assessments, and business continuity planning.
• Continuous Improvement
  • Identify opportunities to enhance service reliability, efficiency and user experience.
  • Lead service improvement initiatives across IT operations.
  • Promote proactive monitoring, automation, and modern service‑management practices.
• Other responsibilities as agreed with your Manager.

Conduct yourself in a professional manner at all times in accordance with the company expected behaviours and values. Work in accordance with company policies, procedures and guidelines. Act always in a safe manner and in support of our Health and safety agenda.

Skills/Knowledge

• Proven experience in IT service delivery, service management, or IT operations leadership.
• Excellent communication and stakeholder‑management skills.
• Strong analytical and problem‑solving abilities, with a focus on root‑cause resolution.
• Ability to work under pressure and manage competing priorities.

Personal Qualities

• Ability to deliver at pace.
• Communicating and Influencing.
• Working Together.
• Making Effective Decisions.

Preferred Skills and/or Knowledge

• Experience in IT service delivery or service management within an engineering organisation.
• Understanding of MOD customer expectations, secure environments, and defence contracting.
• Experience in complex, multi‑site, or regulated environments.
• Understanding of Agile/DevOps delivery models.
• Experience with cloud services (Azure, AWS, M365).
• Understanding of Engineering toolsets.

Qualification Requirements

• Right to work within the UK.
• Ability to travel abroad to EU and non‑EU territories.
• Ability to hold a security clearance.

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by the company. The job description may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

Professional Development

You should pursue a programme of continuous professional development in accordance with any relevant professional registration or statutory requirements, while maintaining appropriate awareness of service provider requirements.