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Are you a senior technology leader passionate about delivering exceptional customer experiences and driving operational excellence? We’re seeking an experienced Head of Service Delivery to lead a growing function within a fast‑moving, product-led technology organisation.
In this high-impact role, you’ll take ownership of end-to-end service delivery across a hybrid technology estate, spanning both legacy on‑prem systems and a modern SaaS cloud platform. You’ll shape strategy, build scalable processes, and lead a high-performing team dedicated to delivering trusted, predictable, and high‑quality outcomes for customers.
💼 What You’ll Be Doing
Leadership & Strategy
- Define and deliver a best-in-class Service Delivery strategy aligned to organisational goals
- Lead, inspire, and develop a high-performing service delivery team
- Foster a culture of accountability, continuous improvement, and customer excellence
- Collaborate closely with Product, Engineering, Sales, Design and PMO to ensure seamless end-to-end delivery
Service Delivery Management
- Own the full lifecycle of customer‑facing service streams
- Maintain industry-leading SLA and KPI performance
- Oversee service governance: incident, problem, and change management
- Drive predictable, scalable delivery through strong operational processes
Customer & Stakeholder Engagement
- Act as a senior point of escalation during major incidents
- Build strong relationships with key customers and understand their strategic needs
- Deliver insightful reporting covering service performance, risks, and improvements
- Represent Service Delivery in steering groups and business review forums
Performance, Reporting & Governance
- Establish robust dashboards and reporting frameworks
- Lead RCA processes and ensure corrective actions are embedded
- Oversee compliance, internal controls, audit requirements, and regulatory obligations
- Strengthen governance across onboarding, change, release cycles, and transitions
Operational Excellence & Continuous Improvement
- Standardise documentation, frameworks, and delivery methodologies
- Identify opportunities to optimise cost, efficiency, automation and scalability
- Partner with Product & Engineering to align roadmap and service outcomes
- Drive continuous improvement through customer feedback loops
✅ What You’ll Bring
Essential
- Significant leadership experience in Service Delivery, Operations, or Customer Success
- Strong background in SaaS, technology, or managed services environments
- Deep understanding of ITSM frameworks (ITIL or similar)
- Proven ability to build teams, drive improvement, and deliver measurable outcomes
- Excellent stakeholder management, communication, and customer engagement skills
- Experience managing SLAs, service contracts, and escalations
- Strong analytical and reporting skills
- Hands-on experience with Zendesk
- Commercial awareness and understanding of cost-to-serve models
Desirable
- Degree in Business, IT, Management or similar
- Experience in regulated environments
- Familiarity with PMO, product lifecycles, or customer onboarding
- ITIL certification
🎁 What’s On Offer
- Competitive salary & performance bonus
- Hybrid working
- Generous holiday allowance (increases with tenure)
- Private healthcare & strong pension contributions
- Ongoing training and clear development pathways
- On-site parking
- Company events & a day off on your birthday
