Service Delivery Director
2 months ago
IT Service Delivery Director
Location: Oxford / Hybrid (3 days on-site)
Salary: Up to £95,000 + bonus + excellent benefits
Join a global, tech-driven company who were established 20 years ago and have experienced continuous growth to over 1000 employees. Based in the UK, they have operations in 100+ countries, and are continuing to drive innovation and grow.
The Role:
We are seeking a hands-on IT Service Delivery Director to lead a dynamic and growing team. In this role, you will oversee service desk operations, ensure exceptional end-user experiences, and drive improvements across the business. You’ll play a key part in both day-to-day management and long-term strategy, acting as a link between the IT function and senior stakeholders.
This is a varied role where you will get the opportunity to be a part of the continued success of this company and take ownership of the support function.
Key Responsibilities:
- Service Desk Leadership: Manage a team of permanent staff, contractors, and third-party vendors to deliver outstanding IT support services.
- End-User Ambassador: Ensure consistent, high-quality service delivery, eliminating repeat incidents and improving the overall user experience.
- Team Development: Provide line management for a growing team of 8 direct reports, overseeing their development through mentoring, training and reviews.
- Strategic Innovation: Responsible for driving change initiatives, suggesting new ideas, and leading implementation of service delivery strategies.
- Stakeholder Engagement: Regularly liaise with senior stakeholders to communicate progress, challenges, and opportunities for continuous improvement.
- Cost Efficiency: Manage the service delivery budget, maintaining high-quality support while minimising costs.
- Hands-On Leadership: Act as the senior escalation point for critical issues, ensuring smooth operations.
Experience and Skills:
- Proven track record managing a service desk and end-user computing teams.
- Strong experience with third-party vendors and contract teams.
- Strategic decision-making skills, particularly in service delivery improvement.
- Exceptional communication skills, with both technical and non-technical stakeholders.
- Experience handling major service escalations and troubleshooting issues.
Desirable:
- Experience managing teams across multiple locations and time zones.
- Familiarity with migration projects from on-prem to cloud solutions.
- Experience with budget management.
- Previous experience in scaling teams and growing headcount.
- Background working in start-ups or SME environments.
To apply, send your CV to
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