About the team
IT plays a key role at Aston Martin, enabling the business through modern, reliable and secure technology. The team supports core platforms such as ERP, CRM and PLM, while also leading the transition from legacy systems to cloud‑based, scalable and AI‑enabled solutions.
As the organisation continues to modernise its IT landscape, the Service Desk is central to delivering a positive user experience and keeping the business running smoothly. This is an exciting opportunity to join a function that is evolving, highly visible, and critical to business performance.
About the role
As IT Service Desk Manager, you’ll be accountable for the end‑to‑end performance, quality and continuous improvement of the IT Service Desk. Using ServiceNow as the core IT Service Management (ITSM) platform, you’ll ensure users across the business receive a consistent, responsive and customer‑focused support experience.
This role suits a confident and driven leader who thrives in a fast‑paced operational environment. You’ll take real pride in delivering an outstanding user experience and in doing the fundamentals brilliantly every day. You’ll see the Service Desk not just as a support function, but as a critical business enabler, using insight, data and strong leadership to continuously improve how services are delivered.
What you’ll be doing
You’ll lead the day‑to‑day operation of the IT Service Desk, ensuring colleagues across the business receive timely, reliable and high‑quality support. ServiceNow will sit at the heart of service delivery, underpinning incident management, service requests, knowledge management and major incident coordination.
You’ll own and continuously improve Service Desk processes, ensuring they are well‑designed, consistently followed and aligned with business needs. By using ServiceNow dashboards, analytics and reporting, you’ll maintain clear visibility of service performance, identify trends and recurring issues, and turn insight into measurable improvements in ways of working.
A key part of the role is leading, coaching and motivating a team of Service Desk professionals. You’ll create a culture of accountability, ownership and service excellence, supporting people to perform at their best and develop their skills. Calm under pressure and decisive during high‑impact incidents, you’ll act as an escalation point when needed, ensuring clear communication and effective resolution.
You’ll work closely with other IT teams to improve first‑contact resolution and ensure smooth handovers across support functions, using ServiceNow as a single source of truth. You’ll also support the introduction of new services and changes into live operation, making sure the Service Desk is fully prepared and that documentation, catalogues and knowledge are kept up to date. Throughout, you’ll ensure processes comply with IT policies, security standards and data protection requirements.
What we’re looking for
We’re looking for a highly accountable, people‑focused Service Desk leader with experience running IT support operations in a medium to large organisation. You’ll bring strong hands‑on experience of ServiceNow and a solid understanding of IT service management processes, combined with the confidence to lead in a dynamic operational environment.
You’ll be experienced in managing and developing teams, setting clear expectations, providing coaching and feedback, and building a motivated, high‑performing culture. You’ll have a strong customer mindset, be comfortable handling escalations, and be trusted to make sound decisions under pressure.
You’ll also bring a continuous improvement mindset, with the ability to challenge the status quo and use service data to drive meaningful, measurable improvements to performance, efficiency and user experience.
Qualifications
Degree in IT, Computer Science or a related discipline or equivalent professional experience
ITIL® Foundation (or higher) or equivalent IT service management qualification
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
