Head of IT Service Delivery

Pearson Whiffin; England; On-site; GBP 70,000 - 90,000; Full time

Job summary

An established UK technology firm is seeking a Head of IT Service Delivery to lead IT operations and ensure service excellence. The ideal candidate will have a strong background in ITIL frameworks, proven experience managing IT support teams, and expertise in budget management exceeding £1 million. This role involves strategic leadership and fostering collaboration among teams to drive service delivery improvements.

Qualifications

• Proven experience leading IT support functions or shared service environments.
• Strong background in ITIL frameworks and service management methodologies.
• Demonstrable expertise in managing budgets of £1m+.
• Experience managing and developing IT teams.
• Excellent communication skills.

Responsibilities

• Provide strategic leadership for shared IT services.
• Manage and develop IT support teams.
• Oversee ITIL-aligned processes.
• Manage annual IT operational budget exceeding £1 million.
• Manage relationships with third-party suppliers.

Skills

Leading IT support functions

ITIL frameworks

Budget management

Managing IT teams

Excellent communication

Job description

Head of IT Service Delivery

We are seeking an experienced and strategically minded Head of IT Service Delivery to lead the delivery, performance, and continuous improvement of our shared IT operations. This senior role oversees IT support teams, ensures service excellence aligned with ITIL best practice, and manages a portfolio of suppliers and contracts to achieve high-quality, cost-effective outcomes.

About the Role

We are seeking an experienced and strategically minded Head of IT Service Delivery to lead the delivery, performance, and continuous improvement of our shared IT operations. This senior role oversees IT support teams, ensures service excellence aligned with ITIL best practice, and manages a portfolio of suppliers and contracts to achieve high-quality, cost-effective outcomes.

Key Responsibilities

• Provide strategic leadership for shared IT services across the organisation, ensuring reliable, secure, and customer-focused service delivery.
• Manage and develop IT support teams, fostering a culture of collaboration, accountability, and continual service improvement.
• Oversee the full lifecycle of ITIL-aligned processes, including Incident, Problem, Change, and Service Level Management.
• Lead and manage an annual IT operational budget exceeding £1 million, ensuring effective forecasting, cost control, and value for money.
• Manage relationships with third-party suppliers, ensuring compliance with contractual agreements, service quality, and performance KPIs.
• Drive innovation and operational efficiencies through technology, automation, and process optimisation.
• Ensure policies, standards, and security requirements are met, working closely with senior stakeholders across the organisation.

Required Skills and Experience

• Proven experience leading IT support functions or shared service environments.
• A strong background in ITIL frameworks and service management methodologies.
• Demonstrable expertise in managing budgets of £1m+.
• Experience managing and developing IT teams and leading multi-vendor supplier environments.
• Excellent communication skills, with the ability to influence at all levels and drive organisational change.
• A proactive, customer-focused approach with a commitment to service excellence.