Department overview IT plays a critical role at Aston Martin (AML) as a core business enabler, driving Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Product Lifecycle Management (PLM) strategies and implementations as well as supporting the new era of technological innovation, driving the transformation from legacy systems to cutting-edge cloud, hyper-scale, and AI solutions. The IT function is dedicated to modernising the IT Landscape by integrating advanced technologies that enhance efficiency, scalability, and performance across the organisation. The team will also play a crucial role operationally, in providing IT support to all users within the business and continuously striving to provide effective and fit for purpose IT solutions to all users. As we develop and implement new systems and networks, now is a great time to be involved in IT projects, to ensure that AML IT systems and fundamental business procedures enable the business to maintain its competitive edge. Job purpose The IT Service Desk Manager is accountable for the end-to-end delivery, performance and continuous improvement of the IT Service Desk function, with ServiceNow utilised as the core IT Service Management (ITSM) platform to underpin and enhance service delivery. This role is responsible for ensuring high‑quality, customer‑focused IT support services across the organisation, acting as the primary point of operational accountability for incident management, request fulfilment and user experience. The post holder will drive effective and consistent use of ServiceNow to improve processes, insight, automation and service outcomes, recognising that the maturity of the Service Desk and the ITSM toolset go hand in hand. The role will manage and develop a team of IT Service Desk professionals, ensuring service levels, processes and behaviours align with business needs and IT service management best practice Key duties and responsibilities Provide overall management of the IT Service Desk, ensuring consistent, high‑quality support for all end users, with ServiceNow embedded as the core ITSM platform supporting day‑to‑day operations and service delivery. Own and manage Service Desk processes including incident management, request fulfilment, knowledge management and major incident coordination, ensuring these are effectively designed, operated and continually improved through ServiceNow. Ensure Service Desk performance meets agreed service levels (SLAs), KPIs and customer satisfaction targets, using ServiceNow reporting, dashboards and analytics to drive visibility, insight and performance improvement. Manage a team of IT Service Desk professionals to ensure an effective, efficient, timely service is delivered to internal customers that meet or exceed quality standards. Provide management for your team, promoting a culture of accountability, ownership and excellence in service delivery. With the Head of IT Operations, review capability in the existing team with a view to developing and empowering a team of highly performing, technically skilled and trusted partners to the business. Ensure resources and skills are allocated effectively to maximize productivity and efficiency. Bring best practice to AML to develop our IT service desk provision to the standards required for this business and to ensure minimal business downtime due to IT user issues With the Head of IT Operations, set the framework and day-to-day processes within which the Service desk will operate, and monitor effectiveness Act as the escalation point for complex or high‑impact incidents, ensuring timely resolution, effective communication and accurate tracking and governance through ServiceNow workflows. Drive continuous service improvement through trend analysis, problem identification and implementation of corrective actions, leveraging ServiceNow data to identify root causes, recurring issues and improvement opportunities. Maintain accurate documentation, procedures and knowledge articles, ensuring ServiceNow Knowledge is actively used to support First Contact Resolution and a consistent user experience. Collaborate with all other teams within IT to improve First Call Resolution (FCR), ensuring ServiceNow is used as the single source of truth across teams and handoffs are efficient and well‑defined. Ensure compliance with IT policies, security standards and data protection requirements, supported by appropriate controls, auditability and process enforcement within ServiceNow. Support the introduction of new services and changes into live operation, ensuring Service Desk readiness, effective handover and that ServiceNow processes, catalogues and knowledge are updated to reflect new or changed services. Experience and qualifications Essential experience IT Service Desk or IT Support Management: Proven experience managing an IT Service Desk or equivalent IT support function within a medium to large organisation, with accountability for day‑to‑day operations, service performance and user satisfaction, using ServiceNow as the core IT Service Management (ITSM) platform to support and improve service delivery. People Management and Team Leadership: Demonstrated experience managing, coaching and developing IT support teams, including performance management, objective setting, absence management and building a motivated, high‑performing team culture within a structured, tool‑driven Service Desk environment. Incident and Request Management: Strong hands‑on experience managing incident and service request lifecycles end‑to‑end through ServiceNow, ensuring timely resolution, clear ownership, effective escalation and consistent communication with users and stakeholders. Problem Management and Continuous Improvement: Practical experience identifying recurring issues, leading root cause analysis and implementing problem management and service improvement actions, leveraging ServiceNow data, trends and insights to reduce repeat incidents and improve service stability. Change and Operational Control: Experience operating within formal change management processes, ensuring Service Desk readiness for changes, minimising service disruption and maintaining operational stability during transitions and releases, supported by effective use of ServiceNow workflows and controls. Customer Focus and Stakeholder Management: A strong track record of delivering customer‑focused IT services, managing stakeholder expectations, handling escalations professionally and improving overall user experience, with ServiceNow used to support transparency, communication and service consistency. Service Performance Management: Experience monitoring and managing SLAs, KPIs and operational metrics, using ServiceNow reporting and dashboards to drive performance improvements, manage backlogs and demonstrate service value to the wider organisation. Operational Decision Making Under Pressure: Proven ability to make sound, timely decisions in a fast‑paced operational environment, including during major incidents, high‑demand periods or resource constraints, supported by accurate, real‑time information from ServiceNow. Process Discipline and Governance: Experience enforcing consistent working practices, standards and procedures across a Service Desk function, ensuring compliance with IT service management frameworks and internal governance requirements through disciplined use of ServiceNow processes. Collaboration Across IT and the Business: Demonstrated experience working closely with second and third line support teams, suppliers and business stakeholders, using ServiceNow as a shared platform and single source of truth to enable effective collaboration and end‑to‑end service ownership. Preferred experience Experience working within an ITIL-aligned service management framework. Service Improvement Initiatives: Experience driving measurable improvements in service performance and customer satisfaction. Essential education/ qualifications Educated to degree level in Information Technology, Computer Science or a related discipline, or equivalent relevant professional experience within an IT Service Desk or IT operations environment. Formal IT service management qualification, such as ITIL® Foundation (or higher), with experience working within structured ITSM processes supported by an enterprise ITSM tool such as ServiceNow Required skills/ behaviours Service Desk Management (SFIA: SDMG – Level 5): Provides leadership and accountability for Service Desk operations, ensuring services meet business needs and agreed service standards. Incident Management (SFIA: USUP – Level 4): Manages the effective resolution of incidents, including coordination of escalations and leadership during major incidents to restore service quickly. Service Level Management (SFIA: SLMO – Level 4): Monitors, reports and improves Service Desk performance against SLAs, KPIs and customer satisfaction targets. Problem Management (SFIA: PBMG – Level 4): Identifies recurring issues and supports root cause analysis and improvement actions to reduce repeat incidents and improve service stability. Change Enablement and Operational Control (SFIA: CHMG – Level 4): Ensures Service Desk readiness for change, supporting controlled transitions into live service while maintaining operational stability. People Management and Team Leadership: Leads, coaches and develops Service Desk staff through clear objectives, feedback and performance management. Customer Focus and Stakeholder Management (SFIA: RLMT – Level 4): Builds strong relationships with users and stakeholders, managing expectations and handling escalations professionally. Continuous Improvement and Use of Management Information: Uses service data, trends and insight to drive continuous improvement in Service Desk performance, efficiency and user experience. Hiring manager: Arron Pearson Grade: M Positions: One Belong at Aston Martin At Aston Martin, we believe that the stunning beauty, craftsmanship, and artistry that define our brand come from the diverse voices and talents of our extraordinary team. We are committed to fostering a culture where everyone feels valued, respected, and empowered to thrive. Your unique perspectives, shaped by your education, culture, ethnicity, race, gender identity, sexual orientation, age, religion, abilities, and more, are what make us stronger and more innovative. We celebrate the richness of diversity and actively seek individuals who bring something new to the table. If you require any accommodations or support during the application process, please don’t hesitate to reach out. We’re here to ensure that you can bring your best, in every way. Let’s build something remarkable together. The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda Ltd