Service Delivery Lead

Chaucer; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A tech services provider in the UK is seeking a Head of Service Delivery to oversee its Service Delivery team. This role is critical for aligning service delivery with business objectives, mentoring team members, and ensuring high-quality service. The ideal candidate will possess strategic thinking and service delivery experience. Responsibilities include managing day-to-day operations, tracking performance metrics, and enhancing service workflows. Opportunities for professional growth and skill development are also available.

Qualifications

• Experience in overseeing service delivery operations.
• Ability to manage and mentor a diverse team.
• Understanding of ITIL frameworks and best practices.

Responsibilities

• Oversee day-to-day service delivery operations.
• Act as primary point of contact for service-related matters.
• Lead, mentor, and motivate the service delivery team.
• Identify risks and establish mitigation procedures.
• Track service metrics and monitor performance.

Skills

Service Delivery background

Proven management skills

Strategic thinking

Team leadership

Change management

Job description

Job Profile Summary

The role reports into the Head of Service Management and will be responsible for overseeing the Service Delivery team within the Chaucer Technology Group (CTG). This role leads a key team as part of the evolution of the operating model and is instrumental in modernising the ways of working.

This role requires a strategic thinker with a Service Delivery background and proven management skills. The role has overall responsibility for the Service Delivery vision and roadmaps that support and advance the company's business objectives. It also involves leading and mentoring a team of a Change Manager and Incident Manager, and collaborating with cross‑functional teams such as Product Management, Engineering, Architecture, and Quality & Technical Assurance within a matrix IT organisation.

They will lead Service Delivery resources (internal and 3rd party) across two Service Delivery teams, ensuring that business and technology requirements are both delivered and are aligned.

Job Description

• Oversee the day‑to‑day service delivery operations, ensuring all services are delivered in a timely and high‑quality manner, ensuring they align with the company's broader business goals.
• Act as the primary point of contact for service‑related matters, managing user expectations and ensuring ongoing satisfaction. Conduct regular service reviews with users to report on performance, identify areas for improvement, and build strong partnerships.
• Lead, mentor, and motivate the service delivery team. Responsible for managing team performance and fostering a culture of continuous improvement.
• Identify risks associated with new tools, processes and ways of working and establish procedures to mitigate those risks.
• Identify opportunities to improve and optimise service delivery workflows and implement best practices, including leveraging frameworks like ITIL.
• Track service metrics and KPIs, using data to monitor performance, address weaknesses, and refine services.
• Act as the escalation point for major service issues, coordinating with internal teams and third‑party vendors to ensure swift and effective resolution.
• Being an active member of the Service Management management team.

Leadership and Strategy

• Demonstrates a high level of self‑awareness through a commitment to continuous, personal improvement and learning.
• Demonstrates high personal resilience and ability to adapt to change.
• Builds effective teams, coaches and mentors people.
• Translates organisational vision through effective goal setting and strategic planning. Able to think creatively and innovatively.
• Understanding of the way the business works and displays knowledge of the external marketplace, to drive the business forward.
• Striving