Service Delivery Lead

Queen Square Recruitment

England

Hybrid

GBP 60,000 - 80,000

Part time

14 days+

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Job summary

A leading recruitment consultancy is seeking a Senior Delivery Partner to oversee service delivery in a complex environment. This role includes leading IT service delivery initiatives, ensuring compliance with SLAs, and optimizing customer experiences using ServiceNow. Applicants must have a strong IT service background and must hold active SC clearance. The position offers a hybrid working model with travel to London and Leiston offices.

Qualifications

Proven experience leading IT service delivery in a multi-supplier environment.
Strong background in managing SLAs, KPIs, and service governance.
Experience within regulated enterprise-scale environments.

Responsibilities

Lead and enhance IT service delivery aligned with business expectations.
Champion customer-first mindset driving transformation initiatives.
Oversee supplier relationships ensuring alignment with business objectives.

Skills

IT service delivery

Stakeholder management

Agile Service Management

Vendor management

Analytical problem-solving

Tools

ServiceNow

Job description

Senior Delivery Partner at Queen Square Recruitment

Service Delivery Lead

Location: Travel required to London & Leiston offices (Hybrid – 2 days in office)

Contract: 6 Months

Security Clearance: Active SC clearance (valid for transfer) required

About the Role

Are you a service management leader with a passion for driving excellence and continuous improvement across complex enterprise environments?

Our client, a global consultancy, is looking for an experienced Senior Service Lead to take ownership of service delivery and assurance across key business units — ensuring services are secure, operable, and aligned with strategic business goals.

You’ll collaborate closely with product owners, partners, and agile squads to embed best practices, define metrics, and deliver customer‑centric service outcomes that make a measurable impact.

This is your opportunity to lead with purpose, influence at a senior level, and shape the future of service delivery across a dynamic, mission‑critical organisation.

Key Responsibilities

Lead and continuously enhance IT service delivery, ensuring performance meets business SLAs, KPIs, and customer expectations.
Champion a customer‑first mindset, driving transformation and service optimisation initiatives.
Work with Product Owners to set strategic direction and challenge vendors to deliver frictionless, value‑driven experiences.
Ensure robust service metrics, reporting, and continual improvement targets are defined and achieved.
Assure service management and reliability practices across change and release automation, ensuring deployments are “right first time.”
Lead initiatives to support SIAM intelligent operations, including analytics, management insight, and reporting.
Collaborate with external partners and vendors to ensure integrated, high‑quality service delivery.
Oversee service contracts, supplier relationships, and compliance, ensuring alignment with business objectives.
Drive the strategic development and optimisation of ServiceNow and related ITSM toolsets.

About You

You’ll bring proven experience leading IT service delivery in a complex, multi‑supplier environment — with a focus on performance, reliability, and customer outcomes. You thrive in fast‑paced, agile settings and can confidently communicate vision and direction across technical and business teams.

Strong background in IT service delivery, management, and improvement.
Experience managing SLAs, KPIs, and service governance.
Excellent stakeholder management and communication skills.
Demonstrable experience in Agile Service Management and continuous improvement.
Skilled in vendor management and contract performance oversight.
Proficiency in ServiceNow or similar ITSM platforms.
Must hold active SC clearance (with at least 3 months validity for transfer).
Experience within regulated or enterprise‑scale environments.
Knowledge of SIAM, ITIL, or related service management frameworks.
Strong analytical and strategic problem‑solving capabilities.