Service Delivery IT Team Lead

James Cropper PLC is a world-renowned specialist manufacturer of distinctive and technically advanced materials and products. Based in north-west England with locations around the world we use materials from cotton and wood to carbon fibre to develop innovative and ground breaking solutions for diverse customer base. We are renowned globally for colour expertise, dedicated responses to challenging custom projects and award-winning commitment to the highest standards of sustainability.

This is a fantastic opportunity to join a rapidly-growing listed company with more than 175 years of heritage that thrives on innovation. An international business of over £100 million across its three divisions of Paper, Technical Fibre Products and Colourform, it serves markets in over 50 countries.

We are looking for an energetic, enthusiastic, hard-working individual to work with our collaborative IT Service Delivery Team.

The Opportunity;

The role of the IT Service Desk Team Lead is to oversee the delivery of high-quality Business As Usual services to the group and ensure support and service delivery processes are in place to meet business needs. This role is a hands-on position in maintaining business services, IT systems and operations, user \ kit provisioning, project communication & control (leading BAU change and improvement initiatives). This position is a customer-facing role, and it requires that you establish excellent engagement throughout the group, manage expectations and lead a team to achieve operational service delivery excellence. This role reports to the Process & Projects Leader and is responsible for the following:


Service Delivery Processes establishment & continuous improvement
Supervise the Serve & Sustain delivery team
Manage Customer Engagement & Communication
Cost-Effective Systems and Control
Building partnerships and liaising with divisions and business leaders

Experience that will make you successful?

Successfully managed IT support teams.

Infrastructure, software and hardware (e.g. Virtualisation, RDS, Networking, firewall technologies, Active Directory, Deployments (hardware, software & cloud) and Microsoft 365).

Requires a supporting knowledge of telecommunications.

A good understanding of industry standards and cybersecurity, e.g. including but not limited to ISO9001, ISO027001, Cyber Essentials and ITIL.

Understanding of project management principles. Excellent coordination skills.

Ongoing technical skills development and certification where required.

Experience in working on IT Service Delivery & delivering improvement projects.

Excellent skills in standard Windows Office applications – Word, Excel & PowerPoint, Office 365. Experience in SharePoint & planning tools such as MS Project is desirable but not essential.

Ability to prepare high-standard status reporting materials for our business, ISD team & ISD Leaders.

Excellent numeracy skills plus a base understanding of finance\budgeting is desirable.

Candidates from the following backgrounds would be encouraged to apply


IT Manager
IT Helpdesk Manager
Support Engineer Team Lead
Senior Support Engineer
IT Support Team Lead
Support Manager


If this sounds like you and you have an interest in working for James Cropper PLC please apply today!

We reserve the right to close the vacancy earlier should we identify a suitable candidate or receive a sufficient volume of applications.

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Why James Cropper PLC?

James Cropper is a specialist paper and advanced materials manufacturer in north-west England with a strong ambition to grow in its chosen markets. This is a fantastic opportunity to join a rapidly-growing listed company with more than 175 years of heritage that thrives on innovation.

A business of around £100m, it has important market shares in the USA, China, the Far East, Europe and the UK. We are renowned globally for colour expertise, dedicated responses to challenging custom projects and award-winning commitment to the highest standards of sustainability.