Head of Service Delivery
Location: Central Belt Scotland (hybrid work set up 2/3 days in office)
Department: Support Team
Reports To: Global Head of Product
Position Type: Permanent
Are you experienced in service delivery and ready to take your career to the next level? We’re looking for a Head of Service Delivery or a senior service delivery/operations professional looking to step up – to lead and grow our delivery function across a hybrid technology estate, including a legacy on‑prem SQL platform and a modern SaaS cloud platform.
In this role, you’ll ensure seamless, high-quality service for our customers, drive operational improvements, and help shape a high-performing team and scalable processes.
What You’ll Do
* Support and help lead end to end service delivery, ensuring SLAs, KPIs, and customer expectations are met
* Lead or grow a small/high-performing team, coaching and developing team members
* Act as a point of escalation for service issues and major incidents
* Build strong relationships with clients and deliver clear service reporting
* Help standardise and improve operational processes, governance, and reporting dashboards
* Work closely with Product, Engineering, Sales, and PMO to ensure connected delivery
What We’re Looking For
Essential
* Experience in service delivery, operations, or customer success within tech/SaaS
* Experience managing SLAs, service contracts, or customer escalations
* Strong communication, stakeholder management, and problem‑solving skills
* Commercial awareness and the ability to interpret operational data
Desirable
* Leadership or team management experience (even at a small or mid‑level team)
* Experience in regulated industries or ITIL/operational management frameworks
You Are
* Ready to step up into a leadership role
* Customer-focused but commercially minded
* Pragmatic, decisive, and adaptable under pressure
* Motivated to drive improvements and take ownership
What We Offer
* Competitive salary + performance bonus
* Hybrid working and flexible arrangements
* Generous holiday allowance and birthday off
* Private healthcare and pension scheme
* Ongoing training and career development
* Collaborative, inclusive, and supportive work environment
* Company days out and complimentary parking
If you’re looking to take the next step in your service delivery career or are already leading teams and want to make a bigger impact, this role is for you.
For more information or a confidential discussion, please contact Carla McKenzie at Nine Twenty Recruitment.
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