Service Delivery Lead

Service Delivery Lead

Location: Travel required to London & Leiston offices (Hybrid - 2 days in office)

Contract: 6 Months

Day Rate: £325 - £350 per day (Inside IR35)

Security Clearance: Active SC clearance (valid for transfer) required

About the Role

Are you a service management leader with a passion for driving excellence and continuous improvement across complex enterprise environments?

Our client, a global consultancy, is looking for an experienced Senior Service Lead to take ownership of service delivery and assurance across key business units - ensuring services are secure, operable, and aligned with strategic business goals.

You'll collaborate closely with product owners, partners, and agile squads to embed best practices, define metrics, and deliver customer-centric service outcomes that make a measurable impact.

This is your opportunity to lead with purpose, influence at a senior level, and shape the future of service delivery across a dynamic, mission-critical organisation.

Key Responsibilities

• Lead and continuously enhance IT service delivery, ensuring performance meets business SLAs, KPIs, and customer expectations.
• Champion a customer-first mindset, driving transformation and service optimisation initiatives.
• Work with Product Owners to set strategic direction and challenge vendors to deliver frictionless, value-driven experiences.
• Ensure robust service metrics, reporting, and continual improvement targets are defined and achieved.
• Assure service management and reliability practices across change and release automation, ensuring deployments are "right first time."
• Lead initiatives to support SIAM intelligent operations, including analytics, management insight, and reporting.
• Collaborate with external partners and vendors to ensure integrated, high-quality service delivery.
• Oversee service contracts, supplier relationships, and compliance, ensuring alignment with business objectives.
• Drive the strategic development and optimisation of ServiceNow and related ITSM toolsets.

About You

You'll bring proven experience leading IT service delivery in a complex, multi-supplier environment - with a focus on performance, reliability, and customer outcomes. You thrive in fast-paced, agile settings and can confidently communicate vision and direction across technical and business teams.

Essential Skills & Experience:

• Strong background in IT service delivery, management, and improvement.
• Experience managing SLAs, KPIs, and service governance.
• Excellent stakeholder management and communication skills.
• Demonstrable experience in Agile Service Management and continuous improvement.
• Skilled in vendor management and contract performance oversight.
• Proficiency in ServiceNow or similar ITSM platforms.
• Must hold active SC clearance (with at least 3 months validity for transfer).

Desirable:

• Experience within regulated or enterprise-scale environments.
• Knowledge of SIAM, ITIL, or related service management frameworks.
• Strong analytical and strategic problem-solving capabilities.

Ready to Lead the Future of Service Delivery?

If you're a strategic thinker who thrives on driving operational excellence and building high-performing services - we'd love to hear from you.

Apply now to join a forward-thinking team and make a tangible impact on how we deliver value to our customers every day.

Please note that it is not possible to provide feedback on all applications due to the volume of applications we receive.