Head of Service & Delivery Management

Skills: Service Delivery Leadership, Managed Services, SLA & Service Performance Management, Commercial & Contract Delivery, Customer & Stakeholder Management

We're looking to recruit a senior Service & Delivery Management leader for a leading technology organisation delivering software, managed services and consultancy solutions to complex enterprise and public-sector customers.

This is not a traditional Project or Programme Management role.

The position requires someone with strong experience leading ongoing technology service delivery across multiple customer contracts , alongside project and programme delivery.

You'll take responsibility for delivery performance across a significant customer portfolio, leading and developing a team of Delivery Managers and ensuring contractual commitments, service levels, commercial targets and customer expectations are consistently met.

The Role

You'll lead a Delivery Management function responsible for both project and ongoing service delivery across multiple customer accounts.

Key responsibilities will include:

• Leading and developing a team of Delivery Managers and senior delivery professionals
• Overseeing service and project delivery across a large portfolio of customer contracts
• Ensuring customer commitments, SLAs and contractual obligations are met
• Managing delivery performance across revenue, margin, service quality, customer satisfaction and forecast accuracy
• Acting as a senior escalation point for service performance and complex customer delivery issues
• Supporting Delivery Managers with risks, blockers, dependencies and customer escalations
• Building strong relationships with senior customer stakeholders
• Improving delivery governance, reporting and service performance visibility
• Strengthening forecasting, planning, change control and delivery assurance
• Working closely with Account Management, Commercial, Technology and Operations teams
• Driving greater consistency across service delivery standards and ways of working
• Coaching and developing Delivery Managers to improve capability and performance
• Supporting mobilisation, transition and service improvement activity
• Helping to evolve and mature the wider Delivery Management function

What We're Looking For

We're particularly interested in candidates who have led service delivery within a technology, managed services, software, systems integration or professional services environment .

You should be able to demonstrate experience across most of the following:

• Senior Service Delivery / Delivery Management leadership
• Managing delivery across multiple customer accounts or technology service contracts
• Responsibility for ongoing managed services as well as project/programme delivery
• SLA and service performance management
• Customer escalations and senior stakeholder management
• Commercial delivery including revenue, margin, forecasting and contractual commitments
• Delivery governance, risk management and assurance
• ITIL-aligned service management environments
• Leading and developing Delivery Managers or Service Delivery Managers
• Improving service delivery processes, reporting and ways of working
• Managing service transition, mobilisation and change Wait: close
• Working across complex or regulated customer environments
• Strong understanding of agile, hybrid and waterfall delivery approaches

Experience delivering technology services into Central Government, Defence, Public Sector or similarly regulated environments would be particularly useful.

Exposure to standards such as ITIL, ISO 20000, ISO 27001 or ISO 9001 would also be advantageous.

Personal Attributes

This role would suit someone who is:

• Commercially aware and strongly customer focused
• Comfortable owning service performance across multiple contracts
• Confident dealing with senior customer stakeholders and escalations
• Pragmatic and able to bring structure to complex delivery environments
• Strong at developing people and improving team capability
• Calm under pressure and comfortable making difficult delivery decisions
• Able to improve governance without introducing unnecessary bureaucracy
• Proactive, energetic and focused on continuous improvement

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