Summary

The Head of Service Delivery is responsible for managing and overseeing the delivery of IT services to customers across multiple regions or countries. This role involves ensuring consistent service quality, customer satisfaction, and adherence to service level agreements (SLAs) on a global scale. The Head of Service Delivery will collaborate with cross-functional teams, establishing service delivery frameworks, and driving continuous improvement initiatives to optimize service delivery processes.

This role is a 12-15 month fixed term role, covering a period of maternity leave expected to commence in January 2027.

Key Responsibilities

Service Delivery Alignment:

• Help the wider team establish and maintain service management processes, including incident management, problem management, and change management.
• Define service delivery frameworks, processes, and methodologies to ensure consistent and efficient service delivery across multiple regions; and
• Collaborate with stakeholders to understand business needs and customer variations, and tailor service delivery approaches accordingly.
• Ensure compliance with IT service management frameworks, such as ITIL, and drive continuous service improvement initiatives.

Service Reporting and Communication:

• Define and monitor SLAs to ensure consistent service quality and customer satisfaction.
• Establish key performance indicators (KPIs) and metrics to measure service delivery performance at a service-level, client-level, and process-level, whilst ensuring that leaders across the department are aware of their team’s performance and any areas for improvement.
• Collaborate with Account Managers to provide useful service operations metrics and commentary, and updates regarding improvement initiatives, to aid regular service reviews with our clients.
• Provide reporting on Service Delivery and departmental performance, to aid monthly Executive-level reports and other ad-hoc reports as needed.

Service Operations:

• Oversee the incident, problem, change, and knowledge management processes, ensuring adherence to process and regular process review exercises.
• Continue to evolve incident, problem, change and knowledge procedures, ensuring timely and effective resolution of incidents and problems, whilst facilitating change delivery in a controlled manner, and ensuring appropriate knowledge is accessible and current.
• Continuously improve the processes outlined above; leveraging ITSM tooling, AI and automation where possible, whilst maintaining excellent service quality standards

Service Transition:

• Continue to evolve the Service Transition function, ensuring that new or changed services are not moved into business-as-usual operations without the requisite documentation, training, handover and approval.
• Build on foundational processes to transition new clients, and new or changed sites, to ensure business-as-usual teams are comfortable supporting new clients and their respective locations
• Continuously improve the processes outlined above; leveraging ITSM tooling, AI and automation where possible, whilst maintaining excellent service quality standards

ITSM Tooling:

• Act as business owner for the department’s ITSM tooling, HaloPSA, leading the strategic evolution of the platform to align with organizational objectives and business requirements
• Ensure the platform supports efficient service delivery, scalable processes, automation opportunities, reporting needs, and continual improvement across the organization.
• Drive continual service improvement initiatives through process optimization, automation, and enhanced platform capability.

Service Improvement and Innovation:

• Continuously assess and improve service delivery processes and workflows to enhance customer experience and operational efficiency, and contributing to the department’s ongoing maturity improvement journey.
• Identify opportunities for service innovation, automation, and the adoption of emerging technologies.
• Lead and drive service improvement initiatives, working collaboratively with cross-functional teams across regions to implement changes.
• Champion a customer-centric approach, ensuring a positive customer experience throughout the service delivery lifecycle.

Team Leadership and Development:

• Lead and mentor a diverse team of service delivery professionals, fostering a high-performance and customer-focused culture.
• Set performance objectives, conduct regular performance reviews, and provide coaching and development opportunities.
• Aid the team’s ongoing maturity journey, by ensuring the right skills, competencies, and resources are in place, alongside process maturity initiatives.

Relationship Management:

• Foster strong relationships with internal stakeholders and clients (where appropriate), understanding their needs and aligning service delivery accordingly.
• Collaborate with leaders across the department to identify service requirements, manage expectations, and prioritize service improvements based on business impact and value gain.
• Collaborate with Account Managers to understand client feedback, and implement measures to enhance customer satisfaction.

Qualifications and Skills:

• Proven strong experience in service delivery management, preferably in a large, multi-client organization.
• Strong understanding of IT service management frameworks, such as ITIL, and experience implementing and optimizing service management processes.
• Experience in managing SLAs, KPIs, and customer satisfaction metrics.
• Strong problem-solving and analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve service delivery.
• Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders across regions and cultures.
• ITIL certification is a must.