Head of IT Service Delivery

Job Purpose

The Head of IT Service Delivery is responsible for leading the organisation’s IT projects, support and managed services function. The role ensures that services are delivered effectively, consistently and in line with business needs, customer expectations and agreed service standards.

The postholder provides leadership across managed services, systems and network engineering, with overall responsibility for operational performance, service quality, team development and continual improvement.

Main Duties and Responsibilities

The postholder will be expected to:

• Lead the day-to-day delivery of IT projects, support and managed services across the technical teams.
• Ensure that incident, problem and change management processes are applied consistently and effectively.
• Maintain strong operational discipline, ensuring work is completed to the required standard, time is logged accurately, and client documentation is kept up to date.
• Take ownership of the systems, tools and platforms used to deliver support and managed services.
• Monitor service levels, team performance and customer outcomes, taking corrective action where required.
• Lead, manage and develop staff.
• Hold regular one-to-one meetings with team members to support performance, development and engagement.
• Promote accountability, collaboration and high professional standards across the service delivery function.
• Oversee the effective management of support tickets and contracted service requests, ensuring compliance with Service Level Agreements (SLAs).
• Establish and maintain a consistent approach to the planning, delivery and documentation of technical projects.
• Review and improve internal processes and procedures to strengthen efficiency, consistency and service quality.
• Work closely with senior leadership to ensure service delivery priorities remain aligned with organisational goals.
• Build and maintain effective working relationships with customers, suppliers and third-party partners.
• Lead regular service review meetings with customers to assess performance, gather feedback and agree improvement actions.
• Ensure that security, compliance and risk management are embedded in day-to-day service delivery.
• Ensure compliance with relevant standards and regulations, including ISO 27001 and GDPR.
• Identify operational and service-related risks and ensure appropriate mitigation measures are in place.

Person Specification

Essential

• Technical background in IT infrastructure, systems administration and network management.
• Proven experience managing technical teams within an IT operations or Managed Services Provider environment.
• Demonstrable experience of leading service delivery functions, including ticket management, SLA performance and operational reporting.
• Experience delivering technical infrastructure projects from planning through to implementation and documentation.
• Good understanding of ITIL principles and service management best practice.
• Strong organisational, communication and stakeholder management skills.
• Ability to balance strategic oversight with practical operational leadership.

Desirable

• Experience in a customer-facing managed services environment.
• Knowledge of information security, governance and compliance frameworks.
• Experience of improving service processes, documentation standards and operational controls.

Key Accountabilities and Performance Measures

The Head of IT Service Delivery will be accountable for the effective delivery of IT services, the performance and development of the service teams, and the maintenance of strong operational standards. The role will also be measured against service quality, customer satisfaction, SLA achievement, time recording, documentation standards and the overall effectiveness of internal processes.