IT Service Delivery Director

2 months ago


Oxford, 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

Digital Gurus, a global tech-driven company, is 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.

The Role:

We are looking for a seasoned IT professional to manage a team of permanent staff, contractors, and third-party vendors to deliver outstanding IT support services. As an IT Service Delivery Director, you will be responsible for:

  • Service Desk Leadership: Manage a team to deliver high-quality service delivery, eliminating repeat incidents and improving the overall user experience.
  • 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, 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:

We are looking for a candidate with:

  • 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:

It would be beneficial if the candidate has 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.


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