IT Service Delivery Lead

Meraki Talent; Cumbernauld; On-site; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Bonus

Hybrid working

Pension

Job summary

Meraki Talent is recruiting for an IT Service Delivery Leader to shape and grow our client’s global IT service delivery capability. You will lead the IT Service Desk (~12 staff + vendors) and drive a high-quality technology experience across regions.

You will oversee service performance, stakeholder engagement and continuous improvement in a complex, global environment with modern ITSM tooling and strong leadership accountability.

Qualifications

• Demonstrable leadership experience within IT Service Delivery or End User Services.
• Proven experience leading and developing teams, managing performance and engagement.
• Strong practical ITIL knowledge and service management principles.
• Experience owning service performance and driving continual service improvement.

Responsibilities

• Lead IT Service Delivery and cross-functional teams to deliver high-quality services.
• Drive incident, problem and change management with a focus on customer outcomes.
• Develop and implement strategies for continual service improvement and cost efficiency.
• Collaborate with suppliers and internal stakeholders to optimize service delivery across regions.

Skills

Leadership

IT Service Delivery

ITIL

Stakeholder management

Supplier management

Data-driven improvements

ITSM tooling

Global/multi-regional experience

AI tools adoption

Tools

ITSM platforms

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.