Head of IT Service Delivery

Investigo have been appointed as the exclusive search partner of choice, by a leading Professional services organisation, to source an IT Head of Service Delivery to join the senior IT leadership team of the CTO.

The Head of IT Service & Service Delivery will ensure the timely, efficient, and high-quality delivery of IT BAU services, involving the leadership of IT service desk colleagues, service SLAs/OKRs and ITIL-aligned service management processes (Incident, problem, request, change, transition etc). This opportunity would ideally suit someone that still enjoys getting involved within the hands-on scope of IT service support as well as leading by example.

The right person is also accountable for the strategy and roadmap within IT Service delivery/Support functions, as well as managing resources, tools, budgets, frameworks, methodologies, and delivery in alignment with the overall collaborative IT strategy. The role holder should demonstrate confidence in designing and executing their strategic roadmap, in addition to cultivating/managing and leading a high-performing team.

Role Requirements

• Service Delivery Management: Ensure the timely, efficient, and high-quality delivery of services to colleagues and stakeholders. Oversee end-to-end service delivery processes; monitor performance against key performance indicators (KPIs) and service level agreements (SLAs).
• Service Management: Own the end-to-end delivery, maturity and continuous improvement of ITIL-aligned service management processes, ensuring best practice adoption including Incident, Problem, Request, Release, Transition, Change, and Asset Management.
• Colleague Focus: Build strong relationships with colleagues and stakeholders, acting as the primary escalation point for complex service issues. Gather feedback, resolve complaints, and ensure the voice of the customer informs all service initiatives.
• Transition into BAU: Ensure that technologies are transitioned from project into support and that all aspects of the service are in place and effective.
• Incident Management: Responsible for the oversight and management of all any major Incidents to ensure their prompt resolution and work with the respective business areas
• to ensure accurate and timely information is shared with senior stakeholders and colleagues.
• Team Management: Lead, inspire, and mentor teams. Set clear goals, provide regular feedback, foster professional growth, and create a collaborative and empowered working environment.
• Reporting & Analytics: Develop and present regular reports on service performance, trends, risks, and achievements to senior leadership and stakeholders. Use data to inform decision-making and strategic direction.
• Stakeholder Engagement: Collaborate with legal professionals, IT peers, finance & HR teams, and external vendors to deliver projects and services meeting business and compliance requirements.
• Continuous Improvement: Champion the organisation’s drive for operational excellence. Employ quality management methodologies (such as Lean, Six Sigma, ITIL) to streamline processes, reduce costs, and enhance service value.

• Substantial experience in a senior service management and/or service delivery role, ideally within a multi-site environment.
• Relevant professional certifications (e.g. ITIL, Lean Six Sigma) are highly desirable.
• Commitment to excellence and continuous improvement
• Strong business acumen skills including managing budgets and resources.
• Solutions-oriented visionary and strategic thinker.
• Collaborative leader with a passion for team development and mentoring
• Knowledge of risk management, compliance, and data protection
• Management experience of IT Support & Service Teams
• Service Transition, Change Management.

Highly Competitive + Bonus + Package