Head of Service Delivery
2 weeks ago
Global Head of Service Delivery
Location:
Birmingham (Hybrid)
Salary:
Up to £113,000 + Car Allowance + 30% Bonus + Benefits
Reports To:
Global Director of Infrastructure & Service Operations
The Organisation
Our client is a Global FTSE 250 organisation undergoing a major transformation under a new CIO. Over the next three years, the business will transition from a federated model to a centralised global structure, supported by significant investment in technology and a new global outsourcing model for IT operations.
The Head of Service Delivery is a newly created, pivotal role responsible for building a mature, process-driven function that underpins this transformation.
The Opportunity
We are seeking a dynamic
Global Head of Service Delivery
to lead our enterprise-wide technology service delivery function. This senior leadership role is pivotal in shaping and executing strategies that ensure world-class service provision across all 6 regions. You will drive operational excellence, foster collaboration across global teams and partners, and ensure technology services align with business needs.
Key Responsibilities
- Deliver a three-year roadmap to centralise service delivery and enhance maturity.
- Oversee technical troubleshooting to minimise disruption and improve problem resolution.
- Build strong relationships with senior stakeholders and act as a trusted business partner.
- Manage vendor performance and ensure compliance with contractual and regulatory standards.
- Drive continuous improvement, knowledge management, and capability building across teams.
- Drive adoption of the current ITIL/ITSM best practices and support implementation of new tools
- Engage and influence regional teams, to foster collaboration, manage resistance, and drive cultural change.
About You
- Proven experience leading global service teams in complex, multi-region organisations.
- Strong understanding of ITIL and process improvement.
- Demonstrated success managing outsourced delivery models (India experience advantageous).
- Skilled in stakeholder management, change leadership, and building trust across diverse teams.
- Familiar with hybrid cloud (Azure), ERP (SAP), and enterprise technology platforms.
- A collaborative, pragmatic, and culturally aware leader with exceptional communication and influencing skills.
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