Head of Service Delivery

Henley Executive; Gloucester; On-site; GBP 54,000 - 66,000; Full time

Job summary

Henley Executive in Bristol is seeking a commercially minded Head of Service Delivery to shape service strategy, lead high‑performing teams and ensure delivery against contracts.

Reporting to a senior leader, you will own vision, strategy and operational performance, drive improvements, manage SLAs and build trusted client relationships.

The role offers up to £60,000 and an enhanced benefits package, with ITIL knowledge and a track record in complex service environments.

Qualifications

Responsibilities

• Lead, coach and develop service managers, creating a high-performance, service-led culture.
• Translate service strategy into clear priorities, measurable objectives and effective operating plans.
• Own service performance, resource planning, capacity and reporting against SLAs and KPIs.
• Act as a senior escalation point, resolving complex issues and protecting service continuity.
• Build trusted client relationships and use feedback and performance insight to drive service quality, customer satisfaction and cost efficiency.
• Provide visible leadership across the Service Delivery function, creating a high-performance and service-led culture.
• Translate the organisation s service strategy into clear priorities, measurable objectives and effective operating plans.
• Act as a senior escalation point for service issues, leading a swift and coordinated response to protect service continuity.
• Anticipate risk and proactively mitigate potential or actual service disruption.

Job description

Head of Service Delivery

Bristol

Up to £60,000

We are partnering with an established service-led organisation to recruit a commercially minded, customer-focused Head of Service Delivery. This high-impact leadership role offers the opportunity to shape service strategy, inspire high-performing teams and deliver excellent outcomes across a portfolio of managed service contracts.

Reporting to a senior leader, you will own the vision, strategy and operational performance of the Service Delivery function. You will ensure service commitments are achieved, strengthen client relationships and build a culture of accountability, collaboration and continual improvement.

Key responsibilities

• Lead, coach and develop service managers, creating a high-performance, service-led culture.
• Translate service strategy into clear priorities, measurable objectives and effective operating plans.
• Own service performance, resource planning, capacity and reporting against SLAs and KPIs.
• Act as a senior escalation point, resolving complex issues and protecting service continuity.
• Build trusted client relationships and use feedback and performance insight to drive service quality, customer satisfaction and cost efficiency.
• Provide visible leadership across the Service Delivery function, creating a high-performance and service-led culture.
• Translate the organisation s service strategy into clear priorities, measurable objectives and effective operating plans.
• Act as a senior escalation point for service issues, leading a swift and coordinated response to protect service continuity.
• Anticipate risk and proactively mitigate potential or actual service disruption.

Experience Needed

• Previous senior-level service delivery or service management experience gained within managed services, technology or another complex environment.
• Demonstrate a strong record of improving services, leading multidisciplinary teams and managing senior customer relationships.
• Practical knowledge of ITIL (Ideally ITIL4).
• Confidence in analysing service KPIs, along with excellent communication, governance and influencing skills, is essential.

If you are an accomplished service delivery leader ready to make a visible impact, we would welcome a confidential conversation.

Successful candidates can expect a salary of up to £60,000, along with an enhanced benefits package.

Please include your current location on your CV or application. Applications without a location may not be considered. If you are relocating, please state both your current location and your intended relocation area.