IT Service Delivery Manager

AGS Airports; Paisley; On-site; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Annual bonus

Holiday entitlement

Pension contributions

EAP

Private healthcare

Benefit platform

Life assurance

On-site parking

Flexible working

Job summary

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. The role reports to the IT Cyber & Operations Director and coordinates with suppliers and internal teams.

You will own service performance, manage third-party suppliers, drive incident and change management, and develop KPI dashboards to support resilience and alignment with business priorities.

Qualifications

• Degree-level qualification in Information Technology or related discipline.
• Proven experience in IT Service Management, Service Delivery or IT Operations leadership.
• Experience managing third-party suppliers and multi-supplier contracts.
• Strong understanding of Incident, Problem, Change and Service Level Management processes.
• Experience developing service reporting and operational dashboards.
• Experience leading operational escalations and stakeholder communications.
• Continued professional development in service management or related disciplines.

Responsibilities

• Own the operational delivery and performance of IT services across AGS Airports.
• Manage service providers and technology suppliers through reviews and SLA monitoring.
• Lead Incident, Major Incident, Problem, Change and Service Request Management processes.
• Act as the operational lead for major incidents and supplier escalations.
• Develop and maintain service reporting, KPI dashboards and metrics.
• Drive service improvement initiatives through trend analysis and root cause investigation.
• Support resilience, disaster recovery planning and business continuity testing.
• Collaborate with Cyber Security, Infrastructure and Digital teams for smooth service transitions.

Skills

IT Service Management

Service Delivery

IT Operations leadership

Incident/Problem/Change

SLA monitoring

Stakeholder communication

Education

Degree in IT or related field

ITIL Foundation

Experience with ITSM platforms

Tools

ServiceNow

ITSM platforms

Job description

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.