Head of IT Service Delivery

Xeinadin; Manchester; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Company Pension Scheme

25 days annual leave + bank holidays

Life Assurance x4 annual salary

Employee Assistance Programme

Job summary

Xeinadin in Manchester seeks a Head of Service to lead IT service delivery across the UK and Ireland. You will drive a single service operating model, governance, and continuous improvement while aligning technology services with business needs.

The role requires extensive ITIL experience, supplier management, and a track record of service transformation across multi-site environments. Hybrid work and a strong pension/benefits package are offered.

Qualifications

• 8+ years in IT service management or service delivery leadership.
• Experience leading Service Desk and Service Management functions.
• Strong knowledge of ITIL best practice.
• Experience managing third-party suppliers and outsourced services.
• Experience operating within a multi-site enterprise environment.
• Proven ability to lead operational transformation and service improvement.
• Strong stakeholder management and communication skills.
• Experience producing executive-level service reporting.

Responsibilities

• Lead the Service function across Xeinadin.
• Define and own service standards, SLAs, OLAs and KPIs.
• Act as the senior escalation point for service-related issues.
• Drive improvements in first-time fix rates, customer satisfaction and service responsiveness.
• Develop self-service, knowledge management and automation capabilities.
• Ensure service transition from projects follows formal governance.
• Own Incident, Problem, Change, Request and Major Incident Management processes.
• Produce executive-level service reporting and dashboards.
• Lead supplier reviews with key providers and drive improvement plans.
• Coordinate major incident management and post-incident reviews.

Skills

IT service management

Service delivery leadership

ITIL

Supplier management

Stakeholder management

Executive reporting

Multi-site leadership

Service governance

Education

ITIL 4 Managing Professional or equivalent

Tools

COBIT governance

Job description

Xeinadin in Manchester seeks a Head of Service to lead IT service delivery across the UK and Ireland. You will drive a single service operating model, governance, and continuous improvement while aligning technology services with business needs.

The role requires extensive ITIL experience, supplier management, and a track record of service transformation across multi-site environments. Hybrid work and a strong pension/benefits package are offered.