Head of Service Delivery

a { text-decoration: none; color: #464feb;}tr th, tr td { border: 1px solid #e6e6e6;}tr th { background-color: #f5f5f5;} 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.

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

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

• 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