Director of Service Delivery and Resilience

Xpertise Recruitment; Nottingham; Hybrid; GBP 124,000 - 152,000; Full time

Job summary

Xpertise Recruitment is seeking an experienced technology leader to shape and run a critical Service Delivery & Resilience function within a large professional services organisation.

Based in Nottingham with two days per week in the office, you will report to the Chief Digital & Information Officer and provide strategic leadership across service delivery, resilience, technology operations and service management to ensure secure, reliable, customer-focused technology services.

Qualifications

• Significant senior leadership experience in complex IT environments.

Responsibilities

• Define and deliver the strategic vision for Service Delivery & Resilience across the organisation.
• Lead the development and evolution of the technology service delivery operating model.
• Establish resilience frameworks covering business continuity, disaster recovery, incident management and service continuity.
• Drive improvements in service performance, stability, observability and infrastructure resilience.
• Lead major technology transformation initiatives and operating model improvements.
• Provide executive leadership during major incidents and crisis situations.
• Develop strong supplier partnerships and ensure delivery against service and resilience commitments.
• Build and mentor high-performing teams, driving a proactive resilience-first culture.

Skills

Senior leadership

ITIL knowledge

Service delivery

Incident management

Disaster recovery

Supplier management

Stakeholder engagement

Transformation leadership

Job description

Director of Service Delivery & Resilience

6 month FTC (candidates must be immediately available)

Nottingham (2 days per week in the office)

Up to £138,000 plus attractive wider benefits package

A rare opportunity has arisen for an experienced technology leader to shape and lead a critical Service Delivery & Resilience function within a large, complex professional services organisation. Reporting directly to the Chief Digital & Information Officer, this role will provide strategic leadership across service delivery, operational resilience, technology operations and service management, ensuring the organisation delivers secure, reliable and customer-focused technology services.

Our client is a well-established professional services organisation with a large, geographically distributed workforce and a complex technology landscape. Technology plays a business-critical role in supporting operations, transformation and long-term growth, making this a highly visible leadership appointment with significant organisational impact.

Why Join

Shape and deliver the organisation's service delivery and resilience strategy.

Influence the future technology operating model and wider transformation agenda.

Lead a high-performing function focused on operational excellence and continuous improvement.

Join a senior leadership team during a pivotal stage of the organisation's technology journey.

Responsibilities

• Define and deliver the strategic vision for Service Delivery & Resilience across the organisation.
• Lead the development and evolution of the technology service delivery operating model.
• Establish resilience frameworks covering business continuity, disaster recovery, incident management and service continuity.
• Drive improvements in service performance, stability, observability and infrastructure resilience.
• Lead major technology transformation initiatives and operating model improvements.
• Provide executive leadership during major incidents and crisis situations.
• Develop strong supplier partnerships and ensure delivery against service and resilience commitments.
• Build and mentor high-performing teams, driving a proactive resilience-first culture.

Requirements

• Significant senior leadership experience within complex, mission-critical IT environments or 24/7 service operations.
• Proven success defining and delivering enterprise-wide service delivery and resilience strategies.
• Strong knowledge of IT operations, IT service management and ITIL frameworks.
• Extensive experience in business continuity, disaster recovery and major incident management.
• Experience leading technology teams through operational and cultural transformation.
• Strong commercial, financial and supplier management expertise.
• Excellent stakeholder engagement skills with the ability to influence at executive level.
• Experience operating within large, complex organisations with distributed operations.
• Knowledge of ISO 22301 and related resilience frameworks.
• Experience leading forensic investigations and recovery following major technology incidents.
• Experience embedding resilience, observability and stability principles into technology and product lifecycles.