The Head of Service Delivery is a senior leadership role within the Shared Services Directorate, accountable for the performance, governance and continual improvement of IT service delivery across the organisation. Working closely with the CTO, business leaders and third-party partners, the role ensures that live services are reliable, secure, customer-focused and aligned to organisational priorities.
You will lead the Service Delivery team and provide strategic direction across core service management disciplines, including service operations, change, desktop support, service transition and continual service improvement. You are responsible for providing excellent customer service to the business, maintaining strong service governance, and ensuring service performance is measured, reported and improved in line with agreed outcomes, risk controls and user needs. This includes ensuring services are delivered effectively within their Microsoft 365 cloud-first environment.
The role also has responsibility for supplier and commercial management, service continuity, and the maintenance of the service model that supports digital, SaaS and cloud-based services in a Microsoft 365 cloud-first environment.
Experience
Significant experience of leading IT service delivery or IT service management functions in a complex organisation, preferably within the professional services industry
Experience of supplier, commercial and service performance management, including the ability to hold third parties to account and/or awareness of exiting agreements
Experience of service governance, operational risk management, service continuity and continual service improvement
Knowledge of digital, SaaS and cloud-based service models, including how to deliver effective services in a Microsoft 365 cloud-first environment
Knowledge of service operations, incident, problem, change, release, service transition and service level management
Knowledge of budget management, resource planning and value-for-money principles in the delivery of IT services
Excellent leadership and people management skills, with the ability to build, develop and motivate high-performing teams
Excellent written, verbal and presentation skills, with the ability to communicate clearly with technical and non-technical audiences of differing seniority
Strong planning, prioritisation and decision-making skills, including the ability to lead through operational pressure and organisational change
Salary description
£90000.00 - £100000.00 per year