Head of Service Delivery Management

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

As we continue to grow and evolve our Managed Services capability, we are looking for a Head of Service Delivery Management to lead, shape and mature our Service Delivery function. This is a strategic leadership role with responsibility for defining the operating model, developing Service Delivery capability, driving operational excellence and ensuring consistently outstanding outcomes for our customers.

As Head of Service Delivery Management, you will provide leadership across our Service Delivery practice, ensuring effective governance, operational control, customer engagement and service performance across a diverse portfolio of managed service customers.

You will act as the senior operational leader for Service Delivery, establishing best practice, developing high-performing teams and driving continual improvement across our Managed Services organisation.

• Own and continuously evolve the Service Delivery operating model, ensuring it remains scalable, effective, and aligned to business and customer needs.
• Establish, maintain, and govern the Service Operations Manual, operational procedures, standards, controls, and ways of working.
• Define and manage the Service Delivery governance framework, including operational rhythms, reporting standards, forums, and Terms of Reference.
• Lead, coach, and develop a high-performing team of Service Delivery Managers, driving consistency and operational excellence.
• Set clear expectations around customer ownership, service performance, operational control, risk management, and service jeopardy management.
• Provide senior operational leadership for service performance, customer escalations, Major Incidents, risks, and business-critical service issues.
• Ensure Service Delivery Managers consistently apply agreed frameworks, processes, and governance standards across all accounts.
• Establish meaningful service reporting, management information, KPIs, and performance insights to support informed decision‑making.
• Drive continual service improvement initiatives and increase Service Delivery maturity across the Managed Services portfolio.
• Build strong alignment between Service Delivery, Service Desk, Technical Services, Service Management, and wider Managed Services functions.
• Ensure customer‑specific requirements and service variations are controlled, documented, and aligned with the wider operating model and service strategy.
• Champion operational excellence, accountability, and a customer‑first culture across the Service Delivery function.

• Proven experience leading Service Delivery, Managed Services or IT Operations functions within a complex customer‑facing environment.

• Strong leadership and people management skills, with experience developing, mentoring and coaching Service Delivery Managers.
• Demonstrable experience establishing governance frameworks, operational standards and service management best practices.
• Strong understanding of ITIL principles and service management methodologies.
• Experience managing senior customer relationships, service performance, escalations and commercial obligations.
• Strong analytical and reporting capabilities, with the ability to translate operational data into meaningful business insights and actions.
• A continuous improvement mindset, with a track record of driving…