Service Delivery Director

JR United Kingdom; England; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

A leading tech-driven company is seeking an IT Service Delivery Director to oversee service desk operations and ensure exceptional end-user experiences. This hands-on role requires strong leadership to manage a diverse team while driving improvements and liaising with senior stakeholders.

Qualifications

• Proven track record managing service desks and teams.
• Strong experience with vendors and contracts.
• Background in start-ups or SME environments.

Responsibilities

• Manage a team to deliver IT support services.
• Ensure high-quality service delivery and user experience.
• Drive change initiatives and service delivery strategies.

Skills

Service Desk Management

End-User Computing

Strategic Decision-Making

Stakeholder Engagement

Budget Management

Vendor Management

Job description

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? Location: Oxford / Hybrid (3 days on-site)

? Salary: Up to £95,000 + bonus + excellent benefits

Join a global, tech-driven company who were established 20 years ago and have experienced continuous growth to over 1000 employees. Based in the UK, they have operations in 100+ countries, and are continuing to drive innovation and grow.

The Role:

We are seeking a hands-on IT Service Delivery Director to lead a dynamic and growing team. In this role, you will oversee service desk operations, ensure exceptional end-user experiences, and drive improvements across the business. You’ll play a key part in both day-to-day management and long-term strategy, acting as a link between the IT function and senior stakeholders.

This is a varied role where you will get the opportunity to be a part of the continued success of this company and take ownership of the support function.

Key Responsibilities:

• Service Desk Leadership: Manage a team of permanent staff, contractors, and third-party vendors to deliver outstanding IT support services.
• End-User Ambassador: Ensure consistent, high-quality service delivery, eliminating repeat incidents and improving the overall user experience.
• Team Development: Provide line management for a growing team of 8 direct reports, overseeing their development through mentoring, training and reviews.
• Strategic Innovation: Responsible for driving change initiatives, suggesting new ideas, and leading implementation of service delivery strategies.
• Stakeholder Engagement: Regularly liaise with senior stakeholders to communicate progress, challenges, and opportunities for continuous improvement.
• Cost Efficiency: Manage the service delivery budget, maintaining high-quality support while minimising costs.
• Hands-On Leadership: Act as the senior escalation point for critical issues, ensuring smooth operations.

Experience and Skills:

• Proven track record managing a service desk and end-user computing teams.
• Strong experience with third-party vendors and contract teams.
• Strategic decision-making skills, particularly in service delivery improvement.
• Exceptional communication skills, with both technical and non-technical stakeholders.
• Experience handling major service escalations and troubleshooting issues.
• Experience managing teams across multiple locations and time zones.
• Familiarity with migration projects from on-prem to cloud solutions.
• Experience with budget management.
• Previous experience in scaling teams and growing headcount.
• Background working in start-ups or SME environments.