IT Service Delivery Lead (Contract)

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

Your Mission

We’re looking for a strategic and hands-on leader to take on a 6 month contract role leading our Service Delivery Management function. In this high impact position, you’ll lead a talented team, drive operational excellence, and ensure our customers receive outstanding service at every touch point. This is a fantastic opportunity to make a meaningful difference shaping service delivery, embedding best practices, and leaving a lasting legacy.

What you’ll be doing:

• Lead and develop a high performing team of Service Delivery Managers, fostering a culture of accountability, innovation, and customer focus.
• Oversee the end to end delivery of multiple services, ensuring alignment with business goals and operational excellence.
• Drive continuous improvement across service delivery processes, reporting, and customer engagement, with a strong commercial mindset.
• Champion service assurance through robust Service Design and Transition practices.
• Collaborate with stakeholders, vendors, and internal teams to ensure proactive and reactive service management.
• Act as a senior escalation point during major incidents, ensuring swift resolution and clear, customer-focused communication.
• Build and maintain strong relationships across all customer touch points to support satisfaction, retention, and growth.
• Partner with Account Management and Pre-Sales teams to scope and shape new opportunities.
• Monitor and report on service performance, trends, and KPIs to inform strategic decisions and drive improvements.
• Ensure governance, compliance, and risk management are embedded across all service delivery activities.
• Represent the voice of the customer internally, influencing service strategy and continuous improvement initiatives.

What experience we think you’ll need:

• Minimum 5 years’ experience in IT service management, with extensive experience leading a service management team.
• Proven background in the IT industry, with a strong understanding of service delivery frameworks and operations.
• ITIL certification (Specialist, Strategist, Leader, or Master) highly beneficial, with practical experience applying ITIL principles.
• Strong leadership skills with the ability to inspire, guide, and develop high-performing teams.
• Excellent communication skills, able to engage clearly and confidently at all levels of the business.
• Commercially and strategically minded, with a track record of making sound decisions that drive business value.
• Exceptional attention to detail, with strong documentation and reporting capabilities.
• Skilled in building relationships and influencing stakeholders across technical and non-technical teams.
• Flexible and adaptable, with the ability to thrive in a fast paced, evolving environment.
• Willingness to travel within the UK as required.

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices. boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.