Service Delivery Lead

JR United Kingdom; Crawley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent company in service delivery is seeking an experienced Service Delivery Lead for a hybrid contract position in Crawley. This role requires a leader with 5+ years in IT service delivery, expertise in ITIL, SIAM, as well as strong stakeholder management skills. You will lead complex service transitions and embed service excellence within operations as part of critical strategic initiatives.

Qualifications

• 5+ years in IT Service Delivery under a SIAM model.
• Strong knowledge of ITIL, service transitions, and incident processes.
• Ability to lead teams facing complex changes.

Responsibilities

• Support IS Customer Service Delivery Lead.
• Lead the implementation of service transformation initiatives.
• Oversee the transition to the new delivery partner (TCS).

Skills

Service Management

Stakeholder Engagement

Coaching

Education

Bachelor’s or Master’s in IT, Computer Science

Tools

ITIL

SIAM

Job description

Social network you want to login/join with:

Service Delivery Lead, Crawley, West Sussex

Client: Morson Talent

Location: Crawley, West Sussex, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 5

Posted: 16.06.2025

Expiry Date: 31.07.2025

Job Description:

Contract Opportunity: IS Service Delivery Lead

Location: Hybrid – 3 days on-site

Rate: Competitive Daily Rate

Working Pattern: Full-time, hybrid

Are you a senior IT service delivery professional with experience managing complex service transitions and operational excellence in IT environments? My client is looking for an experienced Interim Delivery Lead to support two strategic initiatives:

Cyber Resilience Programme (CRP) – Enabling BAU readiness to meet NIS-CAF EP compliance

Transition from Kyndryl to TCS – Leading efforts to transform service delivery under a new outsourced model

This is a hands-on leadership role requiring deep service management knowledge, coaching and mentoring capabilities, and a proactive approach to continuous improvement.

Your Role Will Involve:

Supporting the IS Customer Service Delivery Lead

Supporting the IS Service Transition Lead during major transition phases

Leading, guiding, and coaching in key IT service processes under a SIAM model

Overseeing CRP implementation and successful transition to TCS as the new delivery partner

Helping embed service excellence and transformation across operations

• Knowledge & Complaint Management
• Virtual Agent Operations
• Supplier and Transition Management
• Service Introduction and Operational Handover

Who We’re Looking For:

Experienced Leader: 5+ years in IT Service Delivery under a SIAM model

Process Expert: Deep knowledge of ITIL, service transitions, and incident processes

Mentor & Coach: Able to upskill internal teams and lead through complex change

Communicator: Strong stakeholder engagement and supplier management

Change Driver: Proven capability in transformation within outsourced environments

Qualifications & Experience:

• Bachelor’s or Master’s in IT, Computer Science or related field (or equivalent experience)
• ITIL Expert, SIAM, or related certifications preferred
• Experience in Cyber Resilience and/or regulated environments desirable