Head of Service Delivery

Head of Service Delivery London / Hybrid - 2 days a week in the office

This role is a fixed term role, covering a period of maternity leave . The role is expected to last with 15 16 Months with the hand over period

The Head of Service Delivery is responsible for managing and overseeing the delivery of IT services to customers across multiple regions or countries. This role involves ensuring consistent service quality, customer satisfaction, and adherence to service level agreements (SLAs) on a global scale. The Head of Service Delivery will collaborate with cross-functional teams, establishing service delivery frameworks, and driving continuous improvement initiatives to optimize service delivery processes.

This role is a fixed term role, covering a period of maternity leave . The role is expected to last with 15 - 16 Months with the hand over period

• Help the wider team establish and maintain service management processes, including incident management, problem management, and change management.
• Define service delivery frameworks, processes, and methodologies to ensure consistent and efficient service delivery across multiple regions; and
• Collaborate with stakeholders to understand business needs and customer variations, and tailor service delivery approaches accordingly.
• Ensure compliance with IT service management frameworks, such as ITIL, and drive continuous service improvement initiatives.

• Define and monitor SLAs to ensure consistent service quality and customer satisfaction.
• Establish key performance indicators (KPIs) and metrics to measure service delivery performance at a service-level, client-level, and process-level, whilst ensuring that leaders across the department are aware of their team’s performance and any areas for improvement.
• Collaborate with Account Managers to provide useful service operations metrics and commentary, and updates regarding improvement initiatives, to aid regular service reviews with our clients.
• Provide reporting on Service Delivery and departmental performance, to aid monthly Executive-level reports and other ad-hoc reports as needed.

• Oversee the incident, problem, change, and knowledge management processes, ensuring adherence to process and regular process review exercises.
• Continue to evolve incident, problem, change and knowledge procedures, ensuring timely and effective resolution of incidents and problems, whilst facilitating change delivery in a controlled manner, and ensuring appropriate knowledge is accessible and current.
• Continuously improve the processes outlined above; leveraging ITSM tooling, AI and automation where possible, whilst maintaining excellent service quality standards

• Continue to evolve the Service Transition function, ensuring that new or changed services are not moved into business-as-usual operations without the requisite documentation, training, handover and approval.
• Build on foundational processes to transition new clients, and new or changed sites, to ensure business-as-usual teams are comfortable supporting new clients and their respective locations
• Continuously improve the processes outlined above; leveraging ITSM tooling, AI and automation where possible, whilst maintaining excellent service quality standards

• Act as business owner for the department’s ITSM tooling, HaloPSA, leading the strategic evolution of the platform to align with organizational objectives and business requirements
• Ensure the platform supports efficient service delivery, scalable processes, automation opportunities, reporting needs, and continual improvement across the organization.
• Drive continual service…