IT Service Delivery Lead

Meraki Talent; Cumbernauld; Hybrid; GBP 51,000 - 69,000; Full time

Benefits offered by this job

Bonus

Hybrid working

Generous pension

Job summary

Meraki Talent is seeking an IT Service Delivery Leader to shape and grow the next phase of global IT service delivery capability. You will lead the IT Service Desk (approx. 12 staff + 3rd parties) and drive high-quality technology experiences across a multinational environment.

In this role you will apply ITIL principles, own service performance, and partner with suppliers to deliver continuous improvement. A strong customer-focused mindset and stakeholder influence are essential for success.

Qualifications

• Proven leadership of IT Service Delivery or End User Services teams.
• Experience in driving performance and engagement.
• Strong ITIL knowledge across Incident, Problem, Change, and SLAs.
• Experience owning service performance and continuous improvement.

Responsibilities

• Lead and develop the IT Service Desk and cross-functional delivery teams.
• Ensure stable, efficient, and customer-focused IT services globally.
• Use metrics and customer insight to drive service quality and colleague experience.
• Manage technology suppliers and MSPs to meet outcomes.
• Collaborate with stakeholders at all levels to influence delivery and changes.

Skills

People leadership

ITIL

Service delivery

Stakeholder management

Data-driven improvement

Job description

Service Delivery Team Leader- Circa. £60k + Benefits (inc. Bonus)

Are you an experienced IT Service Delivery leader with a passion for building and leading high-performing teams, driving operational excellence, and delivering exceptional customer experiences?

Our manufacturing customer seeks an IT Service Delivery Leader to shape the next phase of global IT service delivery capability. This is a key role responsible for delivering stable, efficient and customer-focused services across the organisation. You'll provide visible leadership across the IT Service Desk (c. 12 people + 3rd parties globally), ensuring your colleagues receive a consistent, high-quality technology experience.

You’ll provide leadership and accountability for the delivery and continual improvement of IT services across a global environment using the following skills and experience as a leader who combines strong operational expertise with the ability to build high-performing teams:

Required:

• Demonstrable leadership experience within IT Service Delivery or End User Services, with for people, performance and service outcomes.
• Proven experience leading and developing teams, managing performance and driving employee engagement and capability development.
• Strong practical experience applying ITIL service management principles, including Incident, Major Incident, Problem, Change Enablement and Service Level Agreements.
• Demonstrable experience owning service performance and driving continual service improvement in a complex technology environment.
• Experience managing technology suppliers, managed service providers and cross-functional delivery teams.
• Strong stakeholder management skills, with the ability to engage, influence and challenge constructively at all organisational levels.
• Experience using data, metrics and customer insight to improve service quality, colleague experience and operational effectiveness.
• Experience with modern ITSM platforms and service management tooling.

Nice to have:

• ITIL certification
• Experience operating within a global or multi-regional organisation
• Experience of leading service teams through wider target operating model or business change
• Adoption of AI tools (ideally Service Delivery automation) or Modern ways of working implementation.

In return for your endeavours, you can expect to join a growing organisation with an eye on the future and play a key role in influencing that change from a service delivery perspective. You will also receive a highly competitive salary and benefits package including bonus, hybrid working and a generous pension package.