Head of IT Service Delivery | London

Head of IT Service Delivery

Location: London

Working pattern: Hybrid, typically 3 days onsite per week

Salary: Circa. £75,000 - £80,000 + excellent benefits

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

Desirable

• ITIL certification (or higher-level accreditation)
• 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

If this sounds of interest, apply today and one of the team will be in touch to discuss further.