Head of Service Delivery

Job Title: Head of Service DeliveryLocation: The Meadows, Camberley (Hybrid)Brand: LRGSalary: Competitive Salary PackageAbout Us:LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.Job Summary and key responsibilities The Service Delivery Manager (SDM) is responsible for the end-to-end performance, governance, and continuous improvement of IT service delivery across LRG, ensuring that all internal teams and third-party suppliers deliver services in line with agreed SLAs, KPIs, and contractual obligations.This role provides a single point of accountability for service performance, supplier management, and operational governance.The SDM will ensure LRG maintains control of its service environment, rather than relying on supplier-led governance structures. This aligns with LRG’s requirement for strong service leadership, performance reporting, and continuous improvement ownership.Key Responsibilities:Service Governance & PerformanceOwn and manage service performance across all IT suppliers and internal teamsEnsure delivery against agreed SLAs and KPIsLead:Monthly Service ReviewsQuarterly Service ReviewsOperational governance forumsEnsure all reporting meets LRG’s requirements (service, performance, financial, and operational)Supplier & Contract ManagementAct as the primary point of accountability for third-party service providersHold suppliers accountable for:Contractual deliveryService levelsContinuous improvement commitmentsManage supplier escalations and dispute resolutionMonitor service credits, penalties, and commercial alignmentReporting & Service InsightDeliver and continuously improve service reporting and dashboards, including:Incident and request trendsSLA performanceDemand patternsEscalations and root cause themesProvide actionable insight and recommendations to senior leadershipEnsure reporting drives decision-making and service optimisationReporting & Service InsightDeliver and continuously improve service reporting and dashboards, including:Incident and request trendsSLA performanceDemand patternsEscalations and root cause themesProvide actionable insight and recommendations to senior leadershipEnsure reporting drives decision-making and service optimisationOperational Alignment & IntegrationAct as the bridge between IT operations, infrastructure, EUC, and suppliersEnsure end-to-end service delivery, not siloed tower deliverySupport implementation of:Single front door service modelUnified ticketing and service catalogueAlign services across multiple business units and suppliersRisk, Issue & Escalation ManagementOwn and manage service-related risks and issuesLead major incident and escalation governanceEnsure root cause identification and preventative actionsStakeholder EngagementBuild strong relationships with:Internal stakeholders (Technology, Operations, Business Units)External suppliers and partnersProvide clear, structured communication to:Senior leadership (including CTO)Operational teamsWhat are we looking for:Proven experience in Service Delivery Management (ITIL-aligned environment)Strong experience managing third-party suppliers and contractsDemonstrable experience in:SLA/KPI managementService reporting and governanceIncident and escalation managementStrong stakeholder management at operational and executive levelWhat we can offer you:Proven track record for career growth and advancement within the company Market leading training and ongoing professional development Supportive and collaborative team environment Benefits:Competitive Salary PackageQuarterly and yearly awardsSalary sacrifice pension scheme Generous Holiday allowanceLRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry. LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.