Head of Service Delivery: Lead Operational Excellence

Sword Group; Greater London; Presencial; GBP 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Personalised Career Development

Flexible working

Fantastic Benefits Package

Descripción de la vacante

Sword Group is seeking a Head of Service Delivery Management to lead and mature our service delivery function across a diverse portfolio of managed service customers in the UK. The role emphasizes governance, operating model design, and senior stakeholder engagement to ensure outstanding service performance.

You will build high-performing teams, set governance standards, and drive continual improvement initiatives to elevate service maturity and customer satisfaction.

Formación

• Proven experience leading Service Delivery, Managed Services or IT Operations functions within a complex customer-facing environment.
• Strong leadership and people management skills, with experience developing, mentoring and coaching Service Delivery Managers.
• Demonstrable experience establishing governance frameworks, operational standards and service management best practices.
• Strong understanding of ITIL principles and service management methodologies.
• Experience managing senior customer relationships, service performance, escalations and commercial obligations.
• Strong analytical and reporting capabilities, with the ability to translate operational data into meaningful business insights and actions.
• A continuous improvement mindset, with a track record of driving operational maturity, service excellence and transformational change.
• Excellent stakeholder management, communication and influencing skills, with the ability to build credibility at all levels of an organisation.

Responsabilidades

• Own and continuously evolve the Service Delivery operating model, ensuring it remains scalable, effective, and aligned to business and customer needs.
• Establish, maintain, and govern the Service Operations Manual, operational procedures, standards, controls, and ways of working.
• Define and manage the Service Delivery governance framework, including operational rhythms, reporting standards, forums, and Terms of Reference.
• Lead, coach, and develop a high‑performing team of Service Delivery Managers, driving consistency and operational excellence.
• Set clear expectations around customer ownership, service performance, operational control, risk management, and service jeopardy management.
• Provide senior operational leadership for service performance, customer escalations, Major Incidents, risks, and business‑critical service issues.
• Ensure Service Delivery Managers consistently apply agreed frameworks, processes, and governance standards across all accounts.
• Establish meaningful service reporting, management information, KPIs, and performance insights to support informed decision‑making.
• Drive continual service improvement initiatives and increase Service Delivery maturity across the Managed Services portfolio.
• Build strong alignment between Service Delivery, Service Desk, Technical Services, Service Management, and wider Managed Services functions.
• Ensure customer‑specific requirements and service variations are controlled, documented, and aligned with the wider operating model and service strategy.
• Champion operational excellence, accountability, and a customer‑first culture across the Service Delivery function.

Conocimientos

People leadership

ITIL knowledge

Governance frameworks

Stakeholder management

Data analytics

Communication

Service delivery

Descripción del empleo

Sword Group is seeking a Head of Service Delivery Management to lead and mature our service delivery function across a diverse portfolio of managed service customers in the UK. The role emphasizes governance, operating model design, and senior stakeholder engagement to ensure outstanding service performance.

You will build high-performing teams, set governance standards, and drive continual improvement initiatives to elevate service maturity and customer satisfaction.