We are London's most central airport and known internationally for our punctuality, speed of service and our award-winning customer experience. Recognising that it has never been more important for passengers to have confidence when they book, we offer them safe, careful, and speedy journeys through the capital's most central, and best connected, airport. We have their wellbeing at heart, and, with our airline partners, we provide connectivity across the UK and Europe to and from the most diverse, energetic, creative, and ambitious city in the world - London.

We pride ourselves on being a leader in airport technology and innovation and have exciting plans for the future, including a major expansion programme.

This exciting role reports to the Head of IT Service & Operations and as IT Service Delivery Manager you will be responsible for supporting all IT services delivered across the airport.

The ideal candidate will be able to demonstrate a high degree of self-motivation and problem-solving skills across many different technology sets. The candidate should be a team player but also able to work independently supporting the Business across a hugely diverse technology stack and outsourced IT ecosystem consisting of approximately 60 3rd party providers including a newly appointed main managed service provider.

This role is critical to the business and plays a significant part in the future development, growth, and expansion of the airport. Our IT services are far more than just 'core IT' technologies and include operational technologies from CCTV and Thermal Imaging systems, to drone detection and passenger processing systems.

We are looking for an enthusiastic and positive individual, able to foster strong relationships with all levels of staff and teams across the organisation as well as the network of 3rd party suppliers. Reporting into the Head of IT Service and Operations, the ideal candidate would bring their own experience and knowledge to the team gained across multiple industries over a healthy period.

• Contribute to successful delivery of IT Services across the airport including Incident, Change and problem management processes
• Provide technical assistance, advice and training to users on various software applications and tools.
• Ability to complete technical and administrative tasks with minimal supervision to support both the business as usual services and those in delivery to ensure a smooth transition into operations
• Contribute to continual service improvement and innovation across the IT Service ecosystem.
• Develop and improve the ITSM platform through service improvement initiatives to increase efficiencies and user experience through automation and self service

Key Competencies:

• Must have a service delivery mindset, with user experience and service at the forefront.
• Practical working knowledge of the ITIL Framework.
• Demonstrable experience of ITSM toolsets and task-based workflows.
• A hands-on approach is required with a positive can-do attitude
• Excellent communication skills, both oral and written and ability to communicate effectively with senior stakeholders
• A good working knowledge of the M365 stack and administration
• Experience of IT Service integration and continuous service improvement within a multi-vendor outsource model

Qualifications:

• 5 or more years' experience role within IT Service Delivery in a multi-vendor environment.
• ITIL Framework certification desirable.
• Experience within Aviation / Airports would be beneficial.

Hours of Work:

• Full Time
• Permanent
• Periodic out of hours on call escalation cover

Benefits:

• Free onsite parking
• Access to discounted Private Medical Insurance for you and immediate family
• Medicash Cash plan
• On site Physiotherapist
• Discounted Gym Membership at many local facilities
• Staff discounts at most of retailers on site & some local restaurants & hotels
• Enrolment into company AE pension scheme
• Access to Salary sacrifice pension scheme
• Bereavement Counselling
• Cycle 2 Work salary sacrifice scheme
• Hastee Pay Advances
• 25 Days Annual leave
• LCY Central discount website
• Annual performance related bonus
• Annual Season Ticket Loan
• Holiday Buy scheme (Ability to purchase up to 1 weeks A/L per year)
• Access to Salary Sacrifice Car leasing Scheme