Head of IT Service Delivery

CVS Group; Diss; On-site; GBP 70,000 - 90,000; Full time

Job summary

A large veterinary services group is seeking a Head of IT Service Delivery to lead IT operations across its extensive network. The role involves refining service delivery processes, ensuring compliance, and enhancing team support. Candidates should possess strong ITIL knowledge and exceptional leadership skills. Benefits include 6 weeks holiday, a company car, pension, and additional perks for employee well-being. Join us to make a difference in veterinary care.

Benefits

6 weeks holiday with a buy/sell scheme

Company car or car allowance

Pension scheme

Health cash plan for everyday healthcare savings

Additional holiday for each year of service, up to 5 years

Enhanced maternity/paternity/adoption leave

Generous staff discount on pet care and products

Gym flex – savings on gym memberships

Cycle to work scheme

Qualifications

• Proven leadership experience in IT service delivery, ideally within a multi-site setting.
• Strong understanding of ITIL frameworks (certification preferred).
• Excellent technical knowledge, particularly in end-user computing devices.

Responsibilities

• Lead the IT Service Delivery function, including the Service Desk and End User Computing Teams.
• Develop and implement ITIL-based service management processes.
• Oversee incident, problem, change, and release management.

Skills

Leadership experience in IT service delivery

Understanding of ITIL frameworks

Technical knowledge in end-user computing

Stakeholder engagement and communication

Managing service desks and support teams

Education

ITIL Foundation certification

Leadership or general IT qualifications

Job description

Join CVS Group as Head of IT Service Delivery

Are you passionate about leading IT service delivery in a dynamic and caring environment? Join the CVS Group, one of the largest integrated veterinary groups in Europe. We are on the lookout for a Head of IT Service Delivery to spearhead our IT operations and support our mission of delivering exceptional veterinary care across over 600 sites in the UK and Australia.

Role Purpose

As the Head of IT Service Delivery, you will be instrumental in ensuring that our IT services are robust, reliable, and aligned with the clinical and operational needs of our veterinary practices. Your leadership will be pivotal in maintaining seamless IT operations that empower our teams to deliver outstanding care to animals and support to their owners.

Key Responsibilities

• Lead the IT Service Delivery function, including the Service Desk and End User Computing Teams, to provide consistent support across all sites.
• Develop and implement ITIL-based service management processes tailored to our veterinary environment.
• Oversee incident, problem, change, and release management to minimize disruptions.
• Monitor service performance against SLAs and KPIs, driving continuous improvement.
• Serve as the primary liaison between IT and veterinary teams, ensuring alignment with clinical needs.
• Manage third‑party suppliers and service contracts to ensure value and performance.
• Conduct service reviews and implement improvement plans.
• Ensure compliance with relevant regulations, including data protection and RCVS guidelines.

Key Skills & Experience

• Proven leadership experience in IT service delivery, ideally within a multi‑site setting.
• Strong understanding of ITIL frameworks (certification preferred).
• Excellent technical knowledge, particularly in end‑user computing devices.
• Outstanding stakeholder engagement and communication skills.
• Experience managing service desks, support teams, and third‑party vendors.
• Familiarity with clinical systems or veterinary‑specific IT solutions is advantageous.
• Healthcare or veterinary sector experience is desirable but not essential.

Qualifications

• ITIL Foundation (minimum); ITIL Practitioner or Expert preferred.
• Leadership or general IT qualifications.

Benefits

• 6 weeks holiday with a buy/sell scheme
• Company car or car allowance
• Pension scheme
• Health cash plan for everyday healthcare savings
• Additional holiday for each year of service, up to 5 years
• Enhanced maternity/paternity/adoption leave
• Generous staff discount on pet care and products
• Gym flex – savings on gym memberships
• Cycle to work scheme

Join us at CVS, where we celebrate diversity and strive to create an inclusive workplace that empowers everyone to be their best. If you are ready to make a significant impact in the veterinary services sector, we would love to hear from you. Apply now to become part of our dedicated team!