Multi-Airport IT Service Delivery Lead

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

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.