Service Delivery Manager
Expires 29 days
After more than 60 years away from Formula One, Aston Martin returned to the grid in 2021. Based in Northamptonshire, Aston Martin Aramco Cognizant Formula One™ Team has more than 600 passionate people at its heart, making a team with both a rich heritage and a fresh perspective – bringing new energy to the sport with a determination to shake up the order and compete at the sharp end.
The Aston Martin era represents the beginning of a new journey for us, but the racer’s attitude and can-do approach remain central pillars in the team’s philosophy. The focus is always on improving performance and delivering results. With fresh investment and energy, the stage is set to build on Aston Martin’s rich history in motorsport and establish Aston Martin Aramco Cognizant Formula One™ Team as a competitive force in the years ahead.
To succeed on this mission, the team is looking for talented individuals who share our passion for racing and hunger for competition. It’s a stimulating and rewarding place to work, with pure racing at the core of everything we do. We are building for a strong future and every member of the team will play an important role in our success.
We are a brave and united team who value authenticity, honesty, and are never afraid to question conventions. We embrace these values in ways that reflect our modern world. If you share our racer’s spirit and want to contribute to the next chapter in Aston Martin’s glorious history, please apply and join one of the most exciting projects in Formula One.
Purpose
At AMF1 we are devoted to making the car go faster. Our prime focus is to deliver services and solutions which make a real difference to our performance on track and are a key contributor to the car’s evolution.
Given industry regulations which constrain hours developing the car, ensuring all employees are working issue free is a major priority for IT. An experienced Service Desk Manager is required to lead a team of engineers providing first and second line desktop and infrastructure support. This is an opportunity to join an organisation and IT team who are rapidly evolving and the organisation’s support processes and services need to keep pace. This role will demand strong technical skills, someone who is ITIL Qualified, strives for best practice and is customer focused at all times.
The role is responsible for ensuring all services are defined, measured, reported and continually improved. You will need excellent stakeholder management skills, be comfortable engaging with VIPs to shop floor personnel and ensure your team delivers a consistent, high level of customer service every time.
Primary Responsibilities
Deliver a high standard of customer service to efficiently, calmly and confidently solve IT problems from C-suite to shop floor
Manage daily operations of the service desk - the team, ticket allocation, resolution representing the team to other stakeholders and ensuring that the service desk is constantly developing and improving.
Identify areas of operational improvement across level one and two support desk processes and services and accelerate adoption of ITIL standards/procedures
Provide performance and management reporting against agreed KPIs and SLAs.
Defines, develops and manages a comprehensive and integrated monitoring and alerting toolset, based on best-practice processes, disciplines and related toolsets.
Accountable for device management (laptops and telephony)
Be a point of contact for the handover of technical projects delivered by the project team
Act as the Major Incident Manager and business interface for Major Incidents; responsible for managing P1s & P2s through to service restoration and issuing all associated communications, RCAs etc.
Be a compassionate and inspiring leader who creates a collaborative team and enjoyable yet accountable working culture. You will be supported in providing opportunities for progression and technical development for your team.
Refine the team’s best practices and toolsets. For example ITSM, knowledge base, security practices, procedures and critical incident responses.
Skills and Knowledge Required
Proven experience (5 years) working in a Service Desk role, with management responsibility for a team of first and second line support analysts.
Proven analytical, evaluative, and problem-solving abilities.
Ability to effectively prioritise and execute tasks in a high-pressure environment.
Experience in designing, coordinating and leading appropriate service review meetings to assess performance, address issues and plan future service developments.
Effective and efficient management of SLAs
Strong knowledge of the Microsoft 365 stack, including Intune and Azure further to experience of working with Active Directory, Exchange, Jira Service Management and Windows Server.
Proven knowledge of ITIL framework, experience of implementing ITIL service management and ITSM tools, concepts and processes
Strong technical knowledge of network, server and client operating systems.
Experience with automated monitoring processes and incident management tools
Broad understanding of PCs, laptops and remote working techniques/devices (mobile/VDI etc) for both Windows and Apple devices
Demonstrated ability to develop and execute a strategic staffing plan that ensures the right people are in the right roles at the right time, and employees are highly engaged and motivated
Comfortable and capable of compiling effective technical documentation and instructions
Strong sense of self, ethics and effort, as well as the willingness to go the extra mile to achieve important goals.
Experienced and competent in Incident, Major Incident and Problem Management.
Strong experience acting as an escalation and resolution point for major service-related matters, negotiating and managing conflict as necessary with 3rd parties, stakeholders and clients.
Experience in driving and managing Continuous Improvement of Service plans.
Superb communication skills, both verbal and written
Strong ability to influence and build working relationships with clients, peers and internal stakeholders.
Ability to demonstrate a clear understanding of and commitment to Health & Safety
The role will be based at the Silverstone Factory / Brackley premises however there may be a requirement to travel as and when requested to meet the requirements of the Company.
This job description reflects the major tasks to be carried out by the postholder and identifies the level of responsibility at which the postholder will be required to work. Subject to the discretion of the Company, the postholder will carry out the duties specified above together with such other duties or tasks for the Company as reasonably required.
You may also be required to perform additional duties for the Company from time to time commensurate with your skills and experience.
Aston Martin Formula One Team is committed to attracting, recruiting and retaining the most talented individuals, regardless of age, disability, gender identity, gender expression, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion, belief, sex or sexual orientation. We strive to be a Team that reflects all the communities with which we engage around the world through diversity in the workplace and promoting an inclusive culture in which all team members are respected, empowered and valued.
