Head of IT Service Delivery

Salary: £90,000 - 100,000 per year

Requirements:

• Significant experience leading IT service delivery or IT service management functions in a complex organisation, preferably within the professional services industry
• Experience in supplier, commercial and service performance management, including the ability to hold third parties to account and awareness of exiting agreements
• Experience in service governance, operational risk management, service continuity and continual service improvement
• Knowledge of digital, SaaS and cloud-based service models, including delivery of effective services in a Microsoft 365 cloud-first environment
• Knowledge of service operations, incident, problem, change, release, service transition and service level management
• Knowledge of budget management, resource planning and value-for-money principles in the delivery of IT services
• Excellent leadership and people management skills, with the ability to build, develop and motivate high-performing teams
• Excellent written, verbal and presentation skills, with the ability to communicate clearly with technical and non-technical audiences of differing seniority
• Strong planning, prioritisation and decision-making skills, including the ability to lead through operational pressure and organisational change

Responsibilities:

• Lead our Service Delivery team and provide strategic direction across core service management disciplines, including service operations, change, desktop support, service transition and continual service improvement
• Provide excellent customer service to our business and maintain strong service governance
• Ensure service performance is measured, reported and improved in line with agreed outcomes, risk controls and user needs
• Work closely with our CTO, business leaders and third-party partners to ensure live services are reliable, secure, customer-focused and aligned to organisational priorities
• Oversee supplier and commercial management, service continuity and the maintenance of the service model supporting digital, SaaS and cloud-based services in our Microsoft 365 cloud-first environment
• Ensure services are delivered effectively within our Microsoft 365 cloud-first environment

Technologies:

• Cloud
• CTO
• Support
• Microsoft 365
• Office 365

More:

We are a public sector organisation seeking a Head of IT Service Delivery to join our team. This is a senior leadership role within our Shared Services Directorate, where we are focused on the performance, governance and continual improvement of IT service delivery across the organisation. We offer the opportunity to work closely with our CTO, business leaders and third-party partners to support reliable, secure and customer-focused live services aligned to our organisational priorities. The role sits within our Microsoft 365 cloud-first environment and includes responsibility for supplier and commercial management, service continuity and the service model supporting digital, SaaS and cloud-based services.

last updated 30 week of 2026