Working pattern: Hybrid, typically 3 days onsite per week
We are currently partnering with an organisation that is hiring a Head of IT Service Delivery to lead and evolve a critical IT operations and service function.
This is a senior leadership role responsible for ensuring the reliability, performance, and continuous improvement of IT services across the organisation. The business is investing in strengthening its technology operations and service management capability, and is looking for someone who can drive service excellence, improve delivery standards, and lead a high‑performing team.
Why this role?
Opportunity to lead and shape IT service delivery across a complex environment
Senior, high‑impact role with strong visibility across technology and business leadership
Broad remit across service management, infrastructure oversight, suppliers, and team leadership
Chance to enhance ITIL practices and embed best‑in‑class service standards
Join an organisation focused on continuous improvement and operational excellence
The role
This role will take ownership of IT service delivery across infrastructure, support, and service management functions, ensuring systems are reliable, secure, and aligned to business needs.
You will lead the service delivery function, overseeing service desk operations, incident and problem management, and supplier performance, while driving improvements in service quality and user experience.
A key focus will be to implement and mature ITIL‑based processes, strengthen governance, and ensure services are delivered efficiently and in line with business priorities.
You will also manage budgets, oversee third‑party providers, and work closely with senior stakeholders to align IT services with the wider organisational strategy.
Core requirements
Extensive experience in IT service delivery, infrastructure, or IT leadership roles
Proven track record of delivering high‑quality IT services in medium to large organisations
Strong knowledge of IT infrastructure, including networks, cloud services, telephony, and cybersecurity
Experience implementing and improving ITIL‑based service management practices
Experience managing vendors, suppliers, and service contracts against SLAs
Strong stakeholder management and communication skills
Experience leading and developing high‑performing teams
Familiarity with compliance frameworks such as GDPR and ISO standards
Experience managing budgets and financial planning within IT
Exposure to ERP, CRM, HRIS, or finance systems
Project or programme management certifications (e.g. PRINCE2, PMP)
Experience working in complex, operationally critical environments
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