Service Delivery Director

JR United Kingdom; Oxford; Hybrid; GBP 80,000 - 95,000; Full time

Job summary

A global tech-driven company is seeking a hands-on IT Service Delivery Director in Oxford to oversee service desk operations and ensure exceptional end-user experiences. You will manage a dynamic team, drive strategic improvements, and act as a key liaison between IT and senior stakeholders, contributing to the company's continued success.

Qualifications

• Proven track record in managing service desks and user computing teams.
• Experience with budget management and strategic recommendations.
• Strong communication skills with diverse stakeholders.

Responsibilities

• Lead a team of permanent staff and contractors to deliver IT support services.
• Manage service delivery budgets maintaining high quality while minimizing costs.
• Engage regularly with senior stakeholders for progress and challenges.

Skills

Service Desk Management

Vendor Management

Strategic Decision-Making

Communication Skills

Team Leadership

Budget Management

Problem Solving

Job description

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Service Delivery Director, oxford district

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Client:

Digital Gurus

Location:

oxford district, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

06.06.2025

Expiry Date:

21.07.2025

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Job Description:

IT Service Delivery Director

? 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.