Service Delivery Engineer

The Opportunity

Are you a customer centric technology professional with experience in IT support and the ability to work as part of a team and solve complex problems?

Would you like to contribute to the continued success of the largest family-owned Whisky distillery in the world, responsible for iconic brands including: Glenfiddich, The Balvenie, Hendricks Gin, and Reyka Vodka?

William Grant & Sons are looking for a Service Delivery Engineer to join our established Group Technology Services team based in Cumbernauld, on a Hybrid basis. This is a key role in our organisation, where you will join a dynamic team dedicated to providing effective global IT support across the William Grant & Sons business.

What You Will Be Doing

As a Service Delivery engineer, you will play a crucial role in maintaining the operational stability of IT Services by serving as the first point of contact for end users experiencing technical issues. Your primary responsibilities will include diagnosing and resolving hardware and software related problems, escalating complex incidents when necessary, and ensuring that service requests are fulfilled within agreed SLA’s.

In addition to daily troubleshooting, you'll work closely with cross-functional teams, leveraging your expertise to streamline processes and enhance user experience. This role is perfect for someone who thrives in a fast-paced, innovative atmosphere and is ready to make a significant impact.

Advanced Incident Resolution: Troubleshoot and resolve complex technical issues escalated from the Service Delivery Analysts, ensuring minimal disruptions to business operations.

User Onboarding: Coordinate and complete the onboarding process for new Users, including account creation, access configuration and ensuring compliance with security and IT policies

User Offboarding: Manage secure and efficient offboarding procedures by disabling User accounts, revoking access to systems and data and ensuring compliance with data retention protocols, security & IT polices.

Collaboration & Escalation: Liaise with wider Operational teams to escalate unresolved issues, support change implementations and ensure sooth delivery of IT Service to the business.

Documentation & Knowledge Management: Create and update support documentation related to technical solutions, onboarding & offboarding checklists and known issues to support knowledge sharing and process consistency across the team.

Stay Current with Trends: Keep abreast of the latest technology, features, and industry trends. Proactively recommend enhancements and improvements to maximize the benefits of the services provided.

About You

We are looking for an IT professional with a genuine passion for optimising the customer journey through technology.

• IT Proficiency: Proven experience in M365 and MS Entra ID. Strong background in Azure, AD, Group Policy and printer services. Proficient in use of ITSM tools such as IFS Assyst.
• Problem-Solving Skills: A proactive problem solver with the ability to analyse complex issues, troubleshoot efficiently, and implement effective solutions.
• Communication Skills: Strong interpersonal and communication skills with the ability to translate technical concepts into user-friendly language. Comfortable conducting training sessions and providing user support.
• Team Collaboration: Ability to collaborate effectively with cross-functional teams to understand business requirements and implement solutions that align with organisational goals.
• Adaptability: Comfortable working in a dynamic and fast-paced environment, with the flexibility to adapt to changing business needs.
• Continuous Learning: Interest in best practices, industry trends, and emerging technologies.

What can we offer you?

• 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
• 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.