Head of Service Delivery Excellence

Sword Group; Aberdeen City; Hybrid; GBP 90.000 - 140.000; Vollzeit

Benefits dieser Stelle

Personalised Career Development

Flexible working

Fantastic Benefits Package

Zusammenfassung

Sword Group is seeking a Head of Service Delivery Management in the UK to shape and mature our Service Delivery function. You will be the senior operational leader across the practice, defining governance, operating models and driving continual improvement for a portfolio of managed service customers.

You will build high-performing teams, manage customer relationships, and ensure service performance, risk controls and fast commercial response across accounts.

Qualifikationen

• Proven experience leading Service Delivery or IT Operations in a complex customer-facing environment.
• Strong leadership and people management skills.
• Experience establishing governance frameworks and service management best practices.
• Strong ITIL principles understanding.
• Experience managing senior customer relationships, service performance and escalations.
• Analytical and reporting capabilities with data-driven insights.
• Continuous improvement mindset driving operational maturity.
• Excellent stakeholder management and communication skills.

Aufgaben

• Own and evolve the Service Delivery operating model to be scalable and aligned to business needs.
• Establish, govern and modernise the Service Operations Manual and procedures.
• Define and manage the Service Delivery governance framework and reporting cadence.
• Lead and develop a high-performing team of Service Delivery Managers.
• Set expectations around ownership, performance, risk, and incident management.
• Provide senior operational leadership for service performance and major incidents.
• Ensure consistent application of frameworks and governance across accounts.
• Create meaningful reporting, KPIs and insights for decision-making.
• Drive continual service improvement across the Managed Services portfolio.
• Align Service Delivery with Service Desk and wider Managed Services functions.
• Document and control customer-specific requirements within the operating model.

Kenntnisse

Leadership

Governance

ITIL knowledge

Stakeholder management

Tools

Service Management frameworks

Jobbeschreibung

Sword Group is seeking a Head of Service Delivery Management in the UK to shape and mature our Service Delivery function. You will be the senior operational leader across the practice, defining governance, operating models and driving continual improvement for a portfolio of managed service customers.

You will build high-performing teams, manage customer relationships, and ensure service performance, risk controls and fast commercial response across accounts.