Overview The Head of Services leads service delivery across ITHQ. This role is accountable for the quality, consistency, and commercial effectiveness of how we deliver professional services, managed services, agile delivery, service desk, and customer success. The role ensures we do not just deliver technical work, but deliver outcomes, stability, satisfaction, and long-term client value. The Head of Services owns the service delivery engine across the business. That includes how work moves from agreed approach into execution, how sprint delivery is managed, how services transition into ongoing support, how customers experience our service desk and customer success teams, and how delivery standards are maintained across all practices. This role works closely with the Relationship Management Centre on pricing, yield, commercials, and handover quality, and with Heads of Practice on capability, certification, technical standards, and delivery requirements. The right person will be operationally strong, commercially aware, customer-focused, and able to build a service organisation that scales through process, accountability, and good leadership rather than heroics. Key responsibilities Lead all aspects of service delivery across ITHQ Own delivery across professional services, managed services, service desk, and customer success Ensure clients receive high-quality outcomes, not just completed tasks Run and improve ITHQ’s delivery model, including agile delivery, sprint planning, backlog management, handover, and ongoing service options Lead customer success management and ensure regular client reviews, value reporting, and account health Oversee service desk quality, responsiveness, standards, and escalation management Work closely with the Head of RevOps / RMC on pricing, commercials, yield management, scope control, and smooth transition from sale to delivery Work with Heads of Practice on training, certification, delivery readiness, resourcing, and technical quality Improve utilisation, delivery forecasting, service quality, and gross margin across the service organisation Own service governance, service reporting, KPIs, SLAs, CSAT, and continual improvement Build strong delivery management practices, including planning, prioritisation, dependency management, and risk escalation Ensure delivery methods align with ITHQ’s strategy-first, resilience-led, expert-led approach Create clear standards, documentation, and operating rhythms for how services run Lead service onboarding, service transition, and service improvement activity Act as the senior escalation point for major delivery and service issues Build a high-performing service culture focused on accountability, customer outcomes, and operational excellence Career path and development This is a senior leadership role suited to someone who has grown through delivery, operations, managed services, or service management leadership. The role suits a person who understands the full delivery lifecycle, from pre-sales shaping and planning through to project delivery, service transition, support, customer success, and account growth. Development from this role may include: broader operational leadership COO-style responsibilities wider business performance ownership strategic leadership across service, delivery, and client operations stronger board-level involvement in delivery, performance, and scalability Required skills and qualifications Strong experience leading service delivery within an IT services, MSP, consultancy, or similar environment Proven experience across professional services and managed services Strong understanding of service desk operations, service transition, and customer success Experience running agile or sprint-based delivery models in a practical way Good commercial awareness, including pricing, margin, utilisation, and yield Experience improving delivery processes, governance, and service standards Strong people leadership skills across managers, delivery teams, and client-facing functions Ability to work closely with commercial, customer success, and technical practice leaders Strong communication skills with clients, delivery teams, and senior leadership Good judgement and calm decision-making in delivery and service environments Useful background includes experience with: managed service operations professional services delivery service desk leadership customer success or client service models agile delivery sprint planning and backlog management service onboarding and handover SLA and KPI management CSAT and NPS improvement utilisation and resourcing delivery governance and quality assurance escalation management continual service improvement Relevant certifications in ITIL, Agile, PRINCE2, service management, or leadership are useful, but practical experience matters more. Professional attributes Strong operator Highly organised Calm under pressure Commercially sensible Customer-focused Delivery-minded Clear communicator Strong people leader Comfortable with accountability Good at balancing detail and the bigger picture Process-driven without becoming heavy-handed Focused on outcomes, quality, and client confidence Able to challenge constructively and improve standards Multidisciplinary approach The Head of Services must work across the whole business, not within a silo. This role connects the Relationship Management Centre, service desk, customer success, managed services, professional services, and practice delivery teams. It must ensure that work sold is work that can be delivered well, that handovers are clean, that service levels are realistic, and that customer outcomes remain central throughout the lifecycle. The role also needs strong collaboration with Heads of Practice so technical standards, capability development, certification priorities, and delivery requirements are aligned with client demand and operational reality. This is a cross-functional leadership role that sits at the centre of execution. Values alignment Candidates must embody ITHQ's core values: Transparency: Openly sharing knowledge and information with team members and clients. Authenticity: Bringing genuine curiosity and passion for technology solutions into every task. Growth mindset: Demonstrating a relentless pursuit of learning and personal development. Accountability: Taking ownership of one's contributions to team efforts. Customer-centricity: Prioritising the needs of clients in all actions taken. Autonomy: Showing initiative in tackling challenges while being open to guidance. Sharing: Contributing insights gained from experiences for the collective benefit.