Service Delivery Analyst

William Grant & Sons Irish Manufacturing; Castlecary; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Private Healthcare

Doctor@Hand (remote GP)

Pension plan

Cycle to Work

Life Assurance

Holiday entitlement buy/sell

Learning resources

Product allocation

Job summary

William Grant & Sons in the United Kingdom is seeking a Service Delivery Engineer to join the Group Technology Services team in a hybrid role based in Cumbernauld. You will own incidents, support critical IT services, and drive automation to improve resolution times and user experience.

The role requires 4 days in the Arete, Cumbernauld office and offers a strong customer-focused service mindset, collaboration with cross-functional teams, and opportunities to contribute to ITIL-aligned processes.

Qualifications

• Experience in IT support with strong troubleshooting skills.
• Good knowledge of Microsoft technologies (M365, identity, or device management).
• Problem-solving mindset with root-cause analysis.
• Strong communication and collaboration with cross-functional teams.
• Interest in automation and AI to improve services.
• Proactive attitude and adaptability in a fast-paced environment.

Responsibilities

• Own and manage incidents and service requests end-to-end with SLAs.
• Escalate complex issues and provide advanced troubleshooting.
• Identify automation opportunities to reduce manual effort.
• Support Joiner, Mover and Leaver processes for secure access.
• Provide tech support across end-user platforms including M365, devices, identity services.
• Deliver high-quality, customer-focused service with proactive engagement.
• Analyse trends to support problem management and continual improvement.
• Maintain and improve knowledge documentation for faster resolution.
• Work within ITIL-aligned processes for compliant service delivery.
• Collaborate with IT teams on improvements and new technology rollouts.

Skills

IT support

Troubleshooting

Customer focus

Communication skills

Collaboration

Automation interest

Proactive mindset

Learning agility

Tools

Microsoft 365

Identity management

Device management

Job description

Do you want to be part of a forward-thinking global business known for some of the world’s most recognised spirits brands?

At William Grant & Sons, we’re transforming how IT services are delivered, using modern tools, automation, and data to improve the experience for our colleagues across the world.

We’re looking for a Service Delivery Engineer to join our Group Technology Services team in Cumbernauld on a hybrid basis. This is a key role within our service operations team, where you’ll take ownership of more complex issues, support critical business services, and help drive improvements through automation and smarter ways of working.

Please note, this role requires 4 days in the office at Arete, Cumbernauld.

Key responsibilities

As a Service Delivery Engineer, you will play a key role in maintaining stable, secure, and high-performing IT services:

• Own and manage incidents and service requests end-to-end, ensuring resolution within agreed service levels and minimal business disruption.
• Act as an escalation point for more complex issues, providing advanced troubleshooting and identifying root causes.
• Identify and implement opportunities for automation and AI, reducing manual effort and improving resolution times and user experience.
• Support Joiner, Mover and Leaver processes, ensuring secure, timely, and compliant user access management.
• Provide technical support across end-user platforms, including Microsoft 365, devices, and identity services.
• Deliver a high-quality, customer-focused service through clear communication and proactive engagement with users.
• Analyse trends and recurring issues to support problem management and continuous service improvement.
• Maintain and improve knowledge documentation, enabling faster resolution and greater self-service adoption.
• Work within ITIL-aligned processes to ensure consistent, compliant service delivery.
• Collaborate with teams across IT to support service improvements, changes, and new technology rollouts.

About you

We’re looking for someone who is customer-focused, technically confident, and motivated to continuously improve:

• Experience in IT support, with strong troubleshooting skills.
• Good knowledge of Microsoft technologies (e.g. M365, identity, or device management).
• A problem-solving mindset, with the ability to analyse issues and identify root causes.
• Strong communication skills, with the ability to explain technical topics clearly.
• A collaborative approach and ability to work effectively with cross-functional teams.
• A proven interest in automation, AI, and improving how services are delivered.
• A proactive attitude and willingness to learn and adapt in a fast-paced environment.

Reward and benefits

• 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.