Head of Service Delivery (Technology)

TN United Kingdom; Birmingham; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An innovative organization is seeking a Head of Service Delivery to lead technology solutions in Birmingham. This pivotal role focuses on enhancing user experiences by ensuring reliable and efficient technology services. You will oversee service operations, manage supplier relationships, and lead a dedicated team to deliver exceptional support. The position emphasizes continuous improvement and effective resource management, making it ideal for a strategic thinker passionate about technology and user satisfaction. Join a forward-thinking team committed to making a difference in the community.

Qualifications

• Proven track record with IT suppliers delivering user-facing services.
• Experience managing a service desk function and first line support.

Responsibilities

• Deliver high quality, consistent services across the technology estate.
• Manage Service Desk and provide user support.

Skills

IT service management principles

ITIL foundation certificate (v3 or v4)

Service desk management

Supplier management

Customer service support (SFIA 8)

Education

ITIL certification

Tools

TopDesk

Job description

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Head of Service Delivery (Technology), Birmingham

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Client:

Sense

Location:

Birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

26fc14a050d9

Job Views:

15

Posted:

29.04.2025

Expiry Date:

13.06.2025

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Job Description:

About the Role

Sense is recruiting for a Head of Technology Solutions to join our IT team in Selly Oak, Birmingham on a hybrid basis. This is an exciting new role focused on meeting user needs across Sense, leading on the delivering reliable trustworthy services, and managing the point of contact for user issues and requests. This role is about driving reliability and efficiency from technology and data services and supporting users to get the most from them, including when issues occur, or new services are required. This role is responsible for defining and delivering all service catalogue items, working closely with the Head of Technical Solutions and Head of Data Management to ensure all services are transitioned effectively to BAU, with clear support plans in place.

The role is responsible for Service Operations and Continuous Service Improvement. The job holder is key to ensuring that Sense gets the best value from its existing systems and managing service disruptions and issues.

This role will lead Supplier Management for Technology and Data systems, ensuring contractual compliance and conducting regular reviews of service with our principal suppliers. The job holder will manage the processes for tracking change requests, statements of work and approval of payments. You will manage a team of 11 people, and there is a key requirement to manage third-party providers on which our reliance is expected to increase. The ability to make best use of limited resources, maximising business benefit, is key for this role.

Key Responsibilities

• This role is responsible for delivering high quality, consistent services across the technology estate, working closely with technology suppliers and internal teams
• Manage Service Desk and First line support
• Provide Help and Guidance for users of Sense technology services
• User communications
• Process owner for technology and data BAU processes
• Owner of the Service Management toolset (i.e. TopDesk)
• Supplier BAU performance management and process management
• Change governance and service acceptance

Skills and Attributes

• Substantial knowledge of IT service management principles and their adoption within comparable organisations
• ITIL foundation certificate (v3 or v4) or equivalent (essential), additional ITIL modules in relevant practice areas (desirable)
• Evidence of own continuing professional development
• A proven track record of working with IT suppliers delivering user facing services across an organisation
• Experience of management of a service desk function, including line management of first line support analysts
• A demonstrable commitment to enabling an inclusive and diverse workforce to reflect our community
• A commitment to people with complex communication and Sense’s vision and values; a willingness to learn how to communicate with people with complex communication and identify the barriers to their participation in all aspects of Sense’s work

Skills

• SFIA 8 Customer Service Support (CSMG) level 6
  

To Apply

Please use the link below to complete your application.Managers will use your supporting statement to shortlist candidates for interview; in relation to the Personal Specification. Therefore, it is very important you complete this section thoroughly. We would recommend that you read the candidate guidelines, job description and person specification (found at the base of this advert) before applying.

Please note to avoid disappointment, we advise you to submit your application as soon as possible as we reserve the right to close posts at any time.

No agency submissions please: any submissions without prior authorisation from the Sense Recruitment Team will be treated as our own and as such no fee will be payable.

Sense is committed to safeguarding and promoting the welfare of vulnerable children and adults and expects all employees to share this commitment. Therefore, all offers of employment, where appropriate, are subject to an enhanced DBS check.