IT Service Delivery Director

Norton Blake; London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading IT firm in London is seeking an experienced IT Service Delivery Director to lead service operations and infrastructure modernization. The successful candidate will possess over 10 years of leadership in IT service delivery, with expertise in ITIL frameworks and cloud technologies. You'll manage cross-functional teams, drive strategic initiatives, and cultivate executive relationships, ensuring alignment with business goals. This role offers a competitive salary and a dynamic work environment.

Qualifications

• Minimum 10 years of experience in IT service delivery, operations, or leadership roles.
• Strong knowledge of ITIL frameworks and ITSM platforms.
• Proven track record in strategic planning and service transformation.

Responsibilities

• Develop and implement service delivery strategies.
• Oversee infrastructure modernization and service reliability.
• Lead cross-functional teams and mentor future leaders.
• Drive large-scale IT initiatives ensuring timely delivery.

Skills

ITIL frameworks

Cloud technologies (Azure/AWS)

Stakeholder management

Team leadership

Performance metrics (CSAT/NPS)

Agile methodologies

Communication skills

Tools

ServiceNow

Job description

Overview

Contract / IT Service Delivery Director / London / Onsite ( 5 Days ) / £540 Inside IR35

We are seeking an experienced IT Service Delivery Director to take end-to-end ownership of IT service operations, infrastructure modernization, and continuous improvement initiatives. This senior leadership role will collaborate with cross-functional teams and executive stakeholders to ensure IT services align with business objectives, enhance automation, and deliver operational excellence.

The ideal candidate will have a proven track record in IT service delivery management, building and leading high-performing teams, cultivating executive-level client relationships, and driving measurable value for enterprise customers. A deep understanding of ITIL frameworks, cloud infrastructure (Azure/AWS), CSAT/NPS, and ITSM platforms is essential.

Key Responsibilities

• Service Delivery Strategy & Transformation - Develop and implement service delivery strategies aligned with client and business goals, ensuring continuous service improvement and innovation.
• Technical Operations & Roadmap - Oversee infrastructure modernization, service reliability, and the creation of a strategic IT roadmap.
• Leadership & Team Development - Lead and inspire cross-functional teams, foster a high-performance culture, and mentor future leaders.
• Program & Project Management - Drive large-scale IT initiatives, ensuring delivery within scope, budget, and timelines, using Agile and best-practice methodologies.
• Client & Stakeholder Engagement - Act as a senior point of contact, cultivating relationships with executive stakeholders and ensuring alignment with their expectations.
• Governance & Compliance - Ensure adherence to regulatory requirements, contractual obligations, and internal policies.
• Performance & Metrics - Monitor KPIs, CSAT/NPS scores, and XLAs to measure performance, address gaps, and continuously improve service quality.
• Automation & ITSM Tools - Champion automation, optimize workflows, and leverage platforms such as ServiceNow to streamline operations.
• Vendor & Escalation Management - Manage vendor relationships and oversee major incident and escalation processes to ensure operational continuity.

Key Skills & Experience

• Minimum 10 years of experience in IT service delivery, operations, or similar leadership roles.
• Strong knowledge of ITIL frameworks, ITSM platforms (e.g., ServiceNow), and cloud technologies (Azure/AWS).
• Proven track record in strategic planning, service transformation, and stakeholder management at an executive level.
• Expertise in team leadership, developing high-performing teams, and succession planning.
• Experience managing CSAT/NPS, XLAs, and operational performance metrics.
• Familiarity with Agile and project delivery methodologies.
• Excellent communication, negotiation, and problem-solving skills.