Head of Technical Service Delivery

BFT Automation; Leeds; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Car allowance

Pension

Private medical

25 days holiday

Holiday buy/sell

Job summary

Toshiba Global Commerce Solutions in Leeds seeks a Head of Technical Service Delivery to lead our UK Service and Maintenance function. This hybrid role requires regular travel to our Leeds office and a strong track record of transforming service operations.

You will oversee outsourced maintenance, service delivery transformation, and a high-performing team, using data and ServiceNow to drive performance, governance, and accountability. Strong leadership and stakeholder management are essential.

Qualifications

• Strong senior-level leadership experience.
• Proven track record leading teams through change.
• Experience in B2B field services and remote service delivery in a fast paced environment.
• Structured, process-driven approach with a passion for continuous improvement.
• Experience creating accountability, performance standards, and operational discipline.
• Strong commercial awareness and experience managing third-party suppliers or outsourced service environments.
• Ability to use data, insight, and technology to improve operational performance.

Responsibilities

• Lead the performance, governance, and commercial effectiveness of the national outsourced maintenance network.
• Improve operational visibility, workflow management, and service reporting.
• Drive the effective adoption and utilisation of ServiceNow as a key platform for service management and performance.
• Introduce greater structure, consistency and accountability across processes and ways of working.
• Build a scalable operating model capable of supporting future business growth and changing customer requirements.

Skills

Senior leadership

Change management

Stakeholder management

ServiceNow

Outsourced maintenance

Data-driven decisions

Tools

ServiceNow

Job description

Location: Leeds / Hybrid Travel: Regular travel to our Leeds office is expected. We welcome applications from candidates based c75-80 miles of Leeds.

Salary: Highly competitive, plus bonus, car allowance, pension and private medical

The Opportunity

Toshiba Global Commerce Solutions is evolving from an established hardware-led technology provider into a consultancy-driven retail technology partner, delivering integrated solutions across hardware, software, and services.

To support this next stage of growth, we are looking for an experienced and inspirational Head of Technical Service Delivery to lead the continued development of our UK Service and Maintenance function.

This is a significant leadership opportunity for someone who can combine strong people leadership with operational discipline, commercial thinking and a genuine passion for change and continuous improvement.

Joining a business at an important point in its evolution. The foundations are already there - experienced people, established customer relationships, recently acquired talent and a clear ambition for the future.

Over the last 12 months, we have transitioned to an outsourced field maintenance model and invested in strengthening our service delivery capability. The opportunity is to take them to the next level - creating a more agile, accountable, data-driven, and high-performing service organisation.

What will you be responsible for?

You will lead three critical areas of our service operation:

Optimising our outsourced maintenance network

• Lead the performance, governance, and commercial effectiveness of our national outsourced maintenance network. Managing key relationships with our third-party providers.
• Strengthen supplier governance, performance management, and commercial relationships.
• Establish clear accountability, KPIs and performance standards across the network.
• Use data and insight to identify opportunities to improve service performance, customer outcomes, and profitability.
• Drive a culture of continuous improvement across our maintenance operation.

Transforming Technical Service Delivery

• Provide clear leadership and direction to the Technical Service Delivery function.
• Improve operational visibility, workflow management, and service reporting.
• Drive the effective adoption and utilisation of ServiceNow as a key platform for service management and performance.
• Introduce greater structure, consistency and accountability across processes and ways of working.
• Build a scalable operating model capable of supporting future business growth and changing customer requirements.

Leadership of the Service Delivery Team

• We are looking for a strong leader who can build high-performing teams, develop existing talent, and create an environment where people are empowered to take ownership and deliver results.
• You will be comfortable leading through change, challenging established ways of working and creating clarity in a complex environment.
• You will bring energy and pace, and the ability to bring people with you.
• You will establish clear leadership expectations, develop capability across the function, and create a culture that balances accountability with empowerment.

What we're looking for

We're looking for an experienced service, operations or managed services leader who can demonstrate:

• Strong senior-level leadership experience.
• A proven track record of leading teams through change and transformation.
• Experience in B2B field services and remote service delivery in a fast paced, high SLA environment. Experience in a retail environment would be advantageous.
• A structured, process-driven approach with a passion for continuous improvement.
• Experience creating accountability, performance standards, and operational discipline.
• Strong commercial awareness and experience managing third-party suppliers or outsourced service environments.
• The ability to use data, insight, and technology to improve operational performance.Experience working with service management platforms - ideally ServiceNow.
• Strong stakeholder management and communication skills, with the ability to influence at all levels.
• The confidence to challenge existing thinking and introduce new ways of working.
• The ability to balance strategic thinking with the operational detail required to get things done.

You don't need to have followed one career path. What's important is that you are a credible leader who has successfully improved service operations, developed people and delivered meaningful change.

What does success look like?

Within your first 12-18 months, you will have:

• Transformed the team into a high-performance, future-focused service delivery team, with the highest degree of professionalism and accountability.
• Optimised the outsourced field maintenance model.
• Strengthened supplier governance and commercial effectiveness.
• Embedded ServiceNow as a core platform for operational visibility and service performance.
• Delivered measurable improvements in customer satisfaction, service performance, efficiency, and profitability.
• Developed stronger leadership capability across the function.
• Created clear expectations and performance standards.
• Built greater organisational capability and scalability for future growth.

What we offer

• Highly competitive salary
• Performance-related bonus
• Car allowance
• Pension
• Private medical
• 25 days' holiday
• Holiday buy and sell scheme.
• Hybrid working, with regular presence at our Leeds office.

Ready to make your mark?

If you're a leader who enjoys building capability, driving change, improving performance, and creating clarity, this could be an excellent opportunity to make a real impact.