About the role IT Team Overview The Corporate IT team is responsible for end‑user support, workplace technology, infrastructure engineering, and network services. The team delivers reliable, high‑quality technology experiences for staff by providing timely support, resolving issues, and ensuring the stable operation of hardware, software, and network systems to minimise disruption. In addition, Corporate IT owns SaaS platforms, internal systems, networks, and future‑state architecture driving long‑term reliability, resiliency, scalability, and efficient day‑to‑day operations. The team works closely with Engineering and Security to support and delight our engineers, while maintaining a strong focus on security across all IT systems and services. This role is a key position within the DroneShield Information Technology team. The Service Delivery Lead is responsible for the day‑to‑day operation of the IT support function, ensuring consistent, high‑quality service outcomes for the business through effective IT service management practices. This includes ownership of incident, request, problem, and change processes, as well as monitoring service performance against agreed SLAs and KPIs. The role oversees ticket flow, priority assignment, and workload management to ensure timely and effective support delivery. Acting as a senior technical escalation point, the Service Delivery Lead contributes directly to complex troubleshooting while driving process optimisation, service maturity, and continuous improvement across IT operations. This position is ideal for a technical leader with strong systems knowledge who can balance hands‑on support with operational oversight and structured service management. Responsibilities, Duties and Expectations Own daily management of incidents and service requests, ensuring SLA compliance and effective prioritisation. Own and evolve IT Service Management practices, including incident, request, problem, and change management, ensuring processes are well defined, consistently followed, measured and continuously improved. Understanding of up-to-date IT related security practices Lead daily management of service queues and workloads, ensuring SLAs are met and backlog is proactively reduced. Monitor ticket trends, identify systemic issues, and drive improvements in process, documentation, and tooling. Oversee the provisioning, configuration, and lifecycle management of workstations and end-user systems. Own the asset management processes, including procurement, tracking, and lifecycle visibility. Own and act as SME for Microsoft 365 and core SaaS platforms (e.g. Atlassian), including tenant configuration, user lifecycle management, licensing, security controls, and feature adoption. Operate as a hands‑on leader who proactively manages work, makes sound decisions with minimal oversight, and provides direction across a wide range of IT activities. Qualifications, Experience and Skills Advanced knowledge of Microsoft 365, Entra ID, Intune/MDM, and modern identity practices. Strong Understanding of Windows, MacOS and Linux OS environments Demonstrated ability managing service queues and operating within ITIL aligned service delivery frameworks. Proficiency using tools such as PowerShell and Bash Troubleshooting experience on corporate hardware, software, printers, digital signage and AV solutions Strong understanding of IT asset management Prior experience at an MSP is desirable Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.
