Head of Service Delivery (UK)

Overview

The Head of Service Delivery is accountable for delivering seamless and trusted service outcomes across a hybrid technology estate, spanning a legacy on prem SQL platform and a modern SaaS cloud platform (IPS Cloud).

The Head of Service Delivery is responsible for ensuring consistent and high-quality delivery of services to customers. This role leads the Service Delivery function, driving operational excellence, embedding governance, ensuring adherence to SLAs, and working cross-functionally to continuously improve customer experience and organisational performance. The role will also provide strategic oversight, building scalable processes, strong teams, and effective reporting structures that support growth and operational resilience.

Key Responsibilities

Leadership & Strategy

• Define and execute the Service Delivery strategy aligned to organisational goals.

• Lead, coach, and develop a high performing service delivery team.

• Build a culture focused on accountability, continuous improvement, and customer excellence.

• Partner with Product, Development, Sales, Design, and PMO to ensure connected delivery.

Service Delivery Management

• Own end-to-end delivery across all customer-facing service streams.

• Ensure consistent compliance with SLAs, KPIs, and contractual obligations.

• Oversee service governance frameworks including incident, change, and problem management.

• Implement operational processes that drive predictable, high-quality delivery outcomes.

Customer & Stakeholder Engagement

• Act as a senior point of escalation for service issues and major incidents.

• Build strong relationships with key clients, understanding their operational needs and strategic priorities.

• Deliver high-quality reporting on service performance, risks, and improvements.

• Represent Service Delivery in customer steering groups or quarterly business reviews.

Performance, Reporting & Governance

• Establish effective reporting dashboards (service health, customer satisfaction, operational KPIs).

• Lead root-cause analysis and implement corrective actions for major or recurring issues.

• Oversee compliance with internal controls, audit requirements, and regulatory obligations.

• Create strong governance around onboarding, change requests, release cycles, and service transitions.

• Define and embed scalable service delivery frameworks, processes, and standards.

• Reduce reliance on individuals or undocumented knowledge.

Operational & Organisational Improvement

• Standardise delivery practices, documentation and methodology across teams.

• Identify opportunities to optimise cost, efficiency, automation and scalability.

• Collaborate with Product & Engineering to align roadmap and service impact.

• Drive continuous improvement initiatives, customer feedback loops and refinement of processes.

Qualifications, Skills & Experience

Essential

• Senior leadership experience in service delivery, operations, or customer success within a technology or SaaS adjacent environment

• Proven experience leading Service Delivery, Operations, or Managed Services teams.

• Strong understanding of IT service management (ITIL or similar).

• Demonstrated ability to build teams, set direction and deliver measurable improvements.

• Exceptional stakeholder management, communication, and relationship skills.

• Experience managing SLAs, service contracts, and customer escalations.

• Experience utilising and the adoption of Zendesk.

• Ability to interpret and present operational data clearly and confidently.

• Commercial acumen and understanding of cost to serve dynamics.

Desirable

• Bachelor’s degree in Business, IT, Management or related field.

• Background in regulated environments or industries with strong governance requirements.

• Familiarity with PMO functions, product development lifecycles, or customer onboarding processes.

• ITIL certification or equivalent operational management accreditation.

What We Offer

• Competitive salary and performance bonus package

• Collaborative and inclusive work environment

• Ongoing training and personal development with progression opportunities

• A generous holiday allowance that increases the longer you’re with us

• Private healthcare cover

• Generous pension scheme

• Complimentary on-site parking

• Hybrid working

• Company days out

• A day off on your birthday

‍

Closing Date 13th March 2026.

‍