Head of Service Delivery

Appello Careline Limited.; New Milton; Hybrid; GBP 68,000 - 80,000; Full time

Job summary

A UK-based technology firm is seeking an experienced Head of Service Delivery to lead its IT operations. The role requires overseeing service delivery, maintaining high service standards, and managing a team. Candidates should have over 7 years of leadership experience in IT service delivery, a relevant degree, and ITIL certification. This position offers up to £80,000 per annum with hybrid working options.

Benefits

25 days holiday plus Bank holidays

Employee discounts on various services

24/7 employee assistance programme

Private Medical Insurance - Family Cover

Pension Scheme, up to 5% Company matched

Free on-site parking

Qualifications

• 7+ years of proven experience in IT service delivery leadership.
• ITIL Foundation Certification required; ITIL Intermediate or Expert-level preferred.
• Experience managing teams and third-party suppliers.

Responsibilities

• Oversee daily IT operations and ensure SOPs are followed.
• Define and manage SLAs and OLAs.
• Coordinate responses to service issues and drive root cause analysis.

Skills

Proven IT service delivery leadership

Strong analytical skills

Stakeholder engagement

Communication skills

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Monitoring and reporting tools

Job description

HEAD OF SERVICE DELIVERY

️Hours: 35 hours per week

Shift pattern: Monday - Friday 09:00-17:00 with on call responsibilities

Salary: up to £80,000 per annum

Location: Hybrid -New Milton

This role is a UK based role and any hybrid/remote work must also be within the UK.

Start Date : August 2025

Appello Perks

• 25 daysholidayplus Bank holidays
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends’ discounts on our services & products
• Private Medical Insurance - Family Cover
• Pension Scheme, up to 5% Company matched
• Free on-site parking

THE ROLE

Appello is seeking an experienced Head of Service Delivery to lead the operational stability of our IT services. This pivotal role ensures that our IT operations are resilient, cost-effective, and aligned with business needs — all underpinned by ITIL best practices.

As the Head of Service Delivery, you will oversee key functions including Service Level Management, Availability, and Capacity Management. You’ll work closely with, Technical Operations, Change Management, and third-party suppliers to maintain high service standards and drive continuous improvement.

IT Operations Management

• Oversee daily IT operations and system monitoring.
• Ensure SOPs and runbooks are maintained and followed.
• Lead planned maintenance and change deployments.

Monitoring & Reporting

• Own tools for real-time and historical service monitoring.
• Deliver dashboards and reports on service health.
• Maintain effective alerting and escalation processes.

Service Stability & Outage Mitigation

• Act as escalation point for major incidents.
• Coordinate cross-functional responses to service issues.
• Drive root cause analysis and preventative actions.

Service Level Management

• Define and manage SLAs and OLAs.
• Monitor performance and lead service reviews.
• Identify and implement service improvements.

️ Availability Management

• Ensure services meet availability targets.
• Analyse and reduce service interruptions.
• Identify and mitigate single points of failure.

Capacity Management

• Forecast future capacity needs.
• Monitor system performance and resource usage.
• Plan upgrades and optimisations.

Continual Service Improvement

• Promote a culture of continuous improvement.
• Maintain a CSI register and track progress.
• Sponsor improvement initiatives across IT operations.

Team Leadership, People Management &Development

• Lead and mentor the service desk team.
• Identify training needs and support development.
• Manage staffing and workforce planning
• Provide clear purpose and direction to your team
• Engage the team in their work by giving regular feedback through 1-1s
• Manage and delegate day-to-day department tasks to ensure work is completed on time
• Develop team members through on the job training, feedback, identifying internal or external training courses
• Complete twice yearly PDR’s (performance development reviews) monitoring and reviewing performance and taking action when required
• Create a supportive, inclusive environment within the team

WHAT WE ARE LOOKING FOR

We’re seeking a calm and composed leader who thrives under pressure and remains focused on delivering effective solutions. You’ll be proactive in managing risk and performance, always anticipating challenges and taking initiative to address them. Strong communication and stakeholder engagement skills are essential, as you’ll be working across teams and with external partners to ensure seamless service delivery. Most importantly, you’ll bring a strong sense of ownership and accountability, consistently following through on commitments and driving results with integrity.

You will have ...

• 7 plus years of proven experience in IT service delivery leadership.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field
• Certifications: ITIL Foundation Certification is required (minimum requirement); additional ITIL Intermediate or Expert-level certifications are preferred.
• Experience managing teams and third-party suppliers.
• Deep understanding of SLA, availability, and capacity principles
• Strong analytical and decision-making skills
• Familiarity with monitoring and reporting tools

Advantageous but not essential ...

• Experience in health tech or critical service delivery
• Additional ITIL certification in Monitoring, Capacity Planning or Service Management Tools
• Knowledge of high-availability and disaster recovery design
• Working knowledge of cloud performance and scaling principles

READY TO APPLY

If you are interested in this role please upload your CV and answer a few questions about yourself

OTHER INFORMATION

This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.