IT Service Delivery & Improvement Lead

Job title: IT Service Delivery & Improvement Lead (12 Month Fixed Term Contract)

Location: Peterborough (4 days a week on site)

Package includes: Salary from £58,000 plus a benefits package designed to support your wellbeing and reward your impact, including discretionary performance related bonus, private healthcare, and a matched pension contribution of up to 10%.

Are you an experienced IT Service Delivery leader with a passion for driving continuous improvement, automation and service excellence? Do you thrive in fast-paced environments where you can lead teams, enhance operational performance and use innovative technologies such as AI and Copilot to deliver meaningful business value?

Our GTS IT Operations team is looking for an IT Service Delivery & Improvement Lead to join our evolving organisation. In this role, you'll lead our Service Delivery and Site Services teams, ensuring the delivery of reliable, high-quality IT services while driving continuous improvement initiatives across the business. Working closely with stakeholders across IT and the wider organisation, you'll play a key role in enhancing service performance, optimising processes and shaping our AI and Copilot adoption journey.

What You'll Be Doing

• Leading and developing the Service Delivery Team and IT Site Services Managers, ensuring consistent, high-quality IT support across multiple locations.
• Driving continuous service improvement initiatives, identifying opportunities to simplify, automate and optimise service delivery processes.
• Owning and evolving the organisation's Copilot and AI adoption roadmap, helping teams realise measurable value from new technologies.
• Managing major incidents, escalations and service issues, ensuring effective resolution and continuous learning through post-incident reviews.
• Overseeing Joiner, Mover and Leaver processes, software licensing and IT asset lifecycle management to ensure compliance, efficiency and control.
• Monitoring, reporting and improving service performance through KPIs, SLAs, customer feedback and operational insights.
• Building strong relationships with business stakeholders, suppliers and IT teams to ensure services deliver value and meet business needs.
• Supporting the successful transition of new services and technologies into live support, ensuring operational readiness and long-term success.

What You'll Bring

• Proven experience leading and developing IT Service Delivery or IT Operations teams.
• Demonstrable experience within an IT Service Delivery Management environment.
• ITIL Foundation qualification (or equivalent) as a minimum.
• Experience identifying and delivering service improvement, automation and process optimisation initiatives.
• Experience driving AI, Copilot or digital productivity adoption programmes.
• Strong understanding of ITSM tools and service management best practices.
• Knowledge of software licensing, IT asset management and Joiner, Mover and Leaver processes.
• Excellent stakeholder management, communication and people leadership skills.
• A customer-focused mindset with the ability to balance strategic thinking and operational delivery.
• Full UK driving licence and willingness to travel occasionally to other AB Agri locations.