Overview
Contract / IT Service Delivery Director / London / Onsite ( 5 Days ) / £540 Inside IR35
We are seeking an experienced IT Service Delivery Director to take end-to-end ownership of IT service operations, infrastructure modernization, and continuous improvement initiatives. This senior leadership role will collaborate with cross-functional teams and executive stakeholders to ensure IT services align with business objectives, enhance automation, and deliver operational excellence.
The ideal candidate will have a proven track record in IT service delivery management, building and leading high-performing teams, cultivating executive-level client relationships, and driving measurable value for enterprise customers. A deep understanding of ITIL frameworks, cloud infrastructure (Azure/AWS), CSAT/NPS, and ITSM platforms is essential.
Key Responsibilities
* Service Delivery Strategy & Transformation - Develop and implement service delivery strategies aligned with client and business goals, ensuring continuous service improvement and innovation.
* Technical Operations & Roadmap - Oversee infrastructure modernization, service reliability, and the creation of a strategic IT roadmap.
* Leadership & Team Development - Lead and inspire cross-functional teams, foster a high-performance culture, and mentor future leaders.
* Program & Project Management - Drive large-scale IT initiatives, ensuring delivery within scope, budget, and timelines, using Agile and best-practice methodologies.
* Client & Stakeholder Engagement - Act as a senior point of contact, cultivating relationships with executive stakeholders and ensuring alignment with their expectations.
* Governance & Compliance - Ensure adherence to regulatory requirements, contractual obligations, and internal policies.
* Performance & Metrics - Monitor KPIs, CSAT/NPS scores, and XLAs to measure performance, address gaps, and continuously improve service quality.
* Automation & ITSM Tools - Champion automation, optimize workflows, and leverage platforms such as ServiceNow to streamline operations.
* Vendor & Escalation Management - Manage vendor relationships and oversee major incident and escalation processes to ensure operational continuity.
Key Skills & Experience
* Minimum 10 years of experience in IT service delivery, operations, or similar leadership roles.
* Strong knowledge of ITIL frameworks, ITSM platforms (e.g., ServiceNow), and cloud technologies (Azure/AWS).
* Proven track record in strategic planning, service transformation, and stakeholder management at an executive level.
* Expertise in team leadership, developing high-performing teams, and succession planning.
* Experience managing CSAT/NPS, XLAs, and operational performance metrics.
* Familiarity with Agile and project delivery methodologies.
* Excellent communication, negotiation, and problem-solving skills.
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