Head of IT Service Delivery, Life Sciences

GXO Logistics; Northampton; On-site; GBP 70,000 - 90,000; Full time

Job summary

GXO Logistics is seeking a Head of IT Service Delivery to lead the transformation of IT service delivery in a dynamic Life Sciences environment. This role involves managing IT applications across multiple sites, ensuring exceptional service delivery, and driving continuous improvement. The ideal candidate will possess strong leadership and analytical skills, along with relevant experience in IT service management.

Benefits

Company car or car allowance

Company-sponsored pension scheme

Private medical & dental insurance

24/7 online GP service

Life assurance

Employee assistance programme

High street discounts

Cycle to work scheme

Cashback cards

Saving scheme

Qualifications

• Experience in managing customer-facing IT application services within a SIAM framework.
• Proven experience in designing IT service delivery solutions in logistics or manufacturing.
• Strong leadership skills with a track record of managing high-performing teams.

Responsibilities

• Manage service delivery of IT applications across 8 sites.
• Act as primary contact between customer, IT teams, and service providers.
• Build and maintain strong relationships with customers and stakeholders.

Skills

Leadership

Analytical skills

Problem-solving

Education

Degree in Information Technology

ITIL v4 Certification

Job description

Make a Difference. Lead Change.

Are you ready to lead the charge in transforming IT service delivery for a dynamic and fast-paced Life Sciences environment?

We’re looking for a visionary Head of IT Service Delivery to establish, define, and drive the evolution of our customer-facing IT Service Delivery and Management function—seamlessly aligning with our UK&I IT service models.

In this pivotal role, you’ll be the face of IT for our customers, ensuring exceptional service delivery, satisfaction, and continuous improvement. You’ll lead customer engagement, manage service performance to SLAs, and act as the key liaison between customers, GXO IT teams, and service providers within a SIAM framework. Based in Northampton, with the flexibility to support 8 site locations, this is your opportunity to make a real impact where technology meets life-changing innovation.

Pay, benefits and more:

We’re looking to offer a salary of up to £90,000 per annum and 25 days annual leave (plus bank holidays). Your benefits package includes a company car or car allowance, a company-sponsored pension scheme, private medical & dental insurance, a 24/7 online GP service, life assurance, and a fully comprehensive employee assistance programme. You’ll also have access to our MyBenefits platform offering a variety of high street discounts, a cycle to work scheme, cashback cards, a saving scheme, and much more!

What you’ll do on a typical day:

• Manage the service delivery of the portfolio of our customer’s IT applications across all 8 sites in the UK.
• Act as a primary point of contact between the customer, GXO IT teams, and service providers in the customer SIAM model. Manage incident escalations, ensuring the timely resolution of critical incidents.
• Participate in the project management process as the overall service owner to ensure changes to services are implemented successfully and transitioned from implementation to operational status, ensuring a smooth handover and continuity of service.
• Build and maintain strong relationships with key customers and business stakeholders, understanding their needs and ensuring IT services support business objectives.
• Proactively identify opportunities where IT can add value to the customer and business and drive initiatives to capitalize on them.

What you need to succeed at GXO:

• Experience in managing and delivering customer-facing IT application services within a SIAM framework.
• Proven experience in designing and building customer-facing IT service delivery and management solutions, ideally within logistics or manufacturing industries.
• Degree in Information Technology, Computer Science, Service Management, or related relevant industry experience.
• ITIL v4 Certification.
• Strong leadership skills with a track record of managing and developing high-performing teams.
• Strong analytical and problem-solving skills, with a focus on delivering results.

We engineer faster, smarter, leaner supply chains.

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GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.