Service Delivery Director

2 months ago

Oxfordshire, United Kingdom Digital Gurus Full time

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 kaiyashah@digitalgurus.co.uk.

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