At a Glance
- Tasks: Lead the development of AI agents for a modern service desk and ensure platform reliability.
- Company: Join a fast-scaling tech company at the forefront of AI-driven solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a dynamic team where your contributions directly influence product evolution.
- Why this job: Shape the future of support with cutting-edge AI technology and make a real impact.
- Qualifications: Experience in SaaS or AI environments and strong incident management skills.
The predicted salary is between 80000 - 100000 £ per year.
We’re looking for a Service Delivery Director / Head of Platform Service Operation to build and run a modern, AI-driven service desk for a fast-scaling product platform. This is not a traditional service delivery/support role. You will act as the lead developer and owner of AI agents on the platform, responsible for designing, building, and continuously improving agents that support customers and internal teams. At the same time, you will own the service desk layer of the product platform, ensuring it is reliable, scalable, and ready to support enterprise customers.
What You’ll Be Doing:
- Lead Developer for AI Support Agents
- Act as the lead builder of AI agents across the platform
- Design, develop, and deploy agents for:
- Customer support and triage
- Incident summarisation
- Knowledge retrieval and response generation
- Continuously improve agent performance, accuracy, and coverage
- Work closely with product and engineering to embed agents into the platform
- Own the Agent Layer of the Product Platform
- Take ownership of the AI service desk layer within the product
- Ensure agents are fully integrated into workflows, monitoring, and support systems
- Treat agents as a core product capability, not just a support tool
- Define how AI agents evolve as the platform scales
- Build an AI-Powered Service Desk
- Design a support model that is AI-first by default
- Automate ticket classification, triage, and responses
- Reduce manual support workload through intelligent automation
- Ensure knowledge is structured and accessible to both humans and agents
- Own Live Service Operations
- Ensure platform reliability, monitoring, and observability
- Set up dashboards, alerts, and service health reporting
- Track uptime, latency, and customer impact
- Run Incident Management
- Act as Incident Commander for major incidents
- Coordinate engineering, security, and delivery teams
- Lead post-incident reviews and drive improvements
- Gatekeep Go-Live Readiness
- Ensure all releases are operationally ready before going live
- Require proper monitoring, runbooks, and support ownership
- Prevent releases that create avoidable risk
What We’re Looking For:
- Experience building or running support/service operations in SaaS, platform, or AI environments
- Hands-on experience building AI agents, workflows, or automation tools
- Strong incident management experience
- Ability to operate across engineering and operations
- Experience owning or contributing to a product platform
- Familiarity with observability, monitoring, and reliability practices
Why This Role Is Different:
- You are not just running support, this is an individual contributor role where you are building the agents that deliver it
- You will own a core layer of the product platform, not just a function
- AI is central, not experimental, this is agent-led support at scale
- You will define how support evolves as the company grows
Success Looks Like:
- AI agents handling a significant share of support interactions
- A scalable service delivery desk that doesn’t grow linearly with customers
- High platform uptime and fast incident resolution
- Clean, reliable go-lives with full operational readiness
- Continuous improvement of agent capability and performance
Service Delivery Director in England employer: 55 Exec Search
Join an award-winning Cyber Security consultancy as a Resource Coordinator, where you'll thrive in a collaborative and supportive culture that values initiative and proactive problem-solving. With a competitive salary of £35,000 and hybrid working options, this role offers genuine opportunities for career progression while working closely with senior leadership and gaining exposure to diverse operational activities. Be part of a rapidly growing team that prioritises employee development and fosters a positive work environment in either London or Gloucester.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Director in England
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the role you want. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work, don’t be shy about sharing them. Create a personal website or use platforms like LinkedIn to showcase your projects, especially those related to AI and service delivery.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios specific to service delivery and AI. Think about how you’d handle incidents or improve agent performance. We recommend doing mock interviews with friends or using online resources to get comfortable.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and contributing to building an amazing AI-driven service desk.
We think you need these skills to ace Service Delivery Director in England
Some tips for your application 🫡
Show Your Passion for AI:When you're writing your application, let your enthusiasm for AI and service delivery shine through. We want to see how you can bring innovative ideas to the table, especially in building AI agents that enhance customer support.
Tailor Your Experience:Make sure to highlight your relevant experience in SaaS or AI environments. We’re looking for someone who has hands-on experience with AI agents and incident management, so don’t hold back on showcasing your skills!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your achievements and experiences are easy to read and understand. This will help us see how you fit into our vision.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting role. We can’t wait to hear from you!
How to prepare for a job interview at 55 Exec Search
✨Know Your AI Inside Out
Make sure you’re well-versed in AI technologies and how they apply to service delivery. Brush up on your knowledge of AI agents, their design, and deployment processes. Be ready to discuss specific examples of how you've built or improved AI-driven solutions in the past.
✨Showcase Your Incident Management Skills
Prepare to talk about your experience with incident management. Have a few examples ready where you acted as an Incident Commander, detailing how you coordinated teams and drove improvements post-incident. This will demonstrate your ability to handle high-pressure situations effectively.
✨Demonstrate Cross-Functional Collaboration
This role requires working closely with product and engineering teams. Be prepared to share experiences where you successfully collaborated across different departments. Highlight how you’ve integrated AI agents into workflows and ensured operational readiness for releases.
✨Emphasise Continuous Improvement
Discuss your approach to continuous improvement in service delivery. Share specific strategies you’ve implemented to enhance agent performance and customer support efficiency. This shows that you’re not just about maintaining the status quo but are focused on evolving the service desk as the platform scales.
