Head of Service Delivery

I'm supporting a well established technology organisation as they look to appoint a Head of Service Delivery. A critical leadership role responsible for the stability, maturity and performance of their IT service operation across a 24/7, multi site environment.

This is a position at the heart of the business, shaping what "good" looks like as they modernise and evolve their service model. You'll bring clarity, consistency and structure to teams across the UK and India, driving continual improvement in process, tooling and reporting while ensuring customers receive a reliable and high quality service experience.

You'll oversee the full IT service function, with accountability for service delivery, service desk leadership, incident/problem/change management, and major incident response. Working closely with a group of department heads, you'll influence operating model design, service performance and long term strategic direction.

This is an opportunity for someone who thrives in a fast paced, complex environment and brings a calm, steady leadership style - especially during high pressure moments.

We're looking for someone who has genuinely worked their way up and ideally starting out in a service desk or front line support role, giving you the operational grounding and empathy that makes you credible with both technical teams and senior stakeholders.

You'll also bring experience leading sizeable service delivery or service operations teams, ideally across multiple locations or offshore models. Strong ITIL knowledge, a track record of process improvement, and familiarity with modern tooling and service reporting are all key. Above all, you can bring structure to complexity and raise the maturity of a high volume service environment.

This role offers genuine influence over how service delivery evolves within a growing technology business. You'll have the autonomy to shape best practice, uplift capability, and lead a team through meaningful transformation. The package is strong, the culture supportive, and the scope wide ranging.

If this sounds like the kind of leadership role you'd like to explore, feel free to drop me a message, I'd be happy to share more over a confidential chat!

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.