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- Tasks: Lead IT transformation and enhance service delivery across a pan-European logistics network.
- Company: Join a leading European logistics real estate firm with a focus on digital evolution.
- Benefits: Competitive salary, bonus potential, and opportunities for professional growth.
- Why this job: Shape the future of IT service delivery in a dynamic, high-impact role.
- Qualifications: 8+ years in IT Service Delivery with ITIL v4 expertise and ERP familiarity.
- Other info: Be part of a cultural transformation in a fast-paced, innovative environment.
The predicted salary is between 85000 - 95000 £ per year.
A leading European logistics real estate firm is seeking a Head of Service Delivery to lead a critical transformation of their IT organization. Operating across a vast network of warehouse spaces and transportation hubs, this established organization supports thousands of customers through a complex, pan-European infrastructure. As the business undergoes significant digital evolution, including a major ERP rollout, they are maturing their IT function into a high-performing, service-led partner.
The Head of Service Delivery's role: This is a senior, high-impact permanent hire responsible for transitioning the current IT environment from a reactive support model to a mature, ITIL-aligned function. The Head of Service Delivery will define the service strategy, drive the cultural transformation, and ultimately lead the long-term operation of the new model. A key focus of this role is ensuring the stability of a newly implemented Microsoft D365/Yavica ERP by integrating its managed services into a centralized governance framework.
Head of Service Delivery Key Responsibilities:
- ITSM Transformation: Design and embed a full ITIL-based framework (Incident, Problem, Change, Request, CMDB) within the first six months.
- ERP Stability: Act as the business-facing owner for ERP operations, ensuring seamless support integration for D365 and Yavica platforms.
- Governance & Control: Eliminate "shadow IT" by bringing fragmented systems and contracts under centralized IT governance.
- Vendor Management: Govern third-party Managed Service Providers (MSPs) through structured reviews, measurable SLAs, and performance dashboards.
- Operational Oversight: Provide leadership to IT Operations via a dotted-line relationship to ensure consistent service delivery across all European regions.
- Tooling & Automation: Redesign Jira Service Management workflows to implement modern automation and executive-level reporting.
Head of Service Delivery Requirements:
- Experience: 8+ years in IT Service Delivery or IT Operations leadership, ideally within complex, multi-site or pan-European environments.
- Framework Mastery: A proven track record of implementing ITIL v4 and managing modern ITSM tools (e.g., Jira Service Management, ServiceNow).
- ERP Familiarity: Experience aligning managed service models with major ERP systems (D365 experience is a significant advantage).
- Leadership Style: A "hands-on" leader comfortable moving between high-level strategy and operational discipline.
- Stakeholder Management: Confident communicating with senior leadership and ExCo to report on service trends and business impact metrics.
Qualifications: ITIL v4 Expert, COBIT, ISO 20000, or PRINCE2 certifications are highly desirable.
Are you a senior service leader ready to shape a new operating model for a pan-European leader? Do you excel at bringing structure to complex environments and driving a customer-centric culture? Please apply below!
Head of Service Delivery in London employer: Burns Sheehan
Contact Detail:
Burns Sheehan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Delivery in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Burns Sheehan. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by researching the company’s recent projects and challenges. Show them you’re not just another candidate; you’re genuinely interested in how you can contribute to their transformation.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially around ITIL v4 and ERP systems. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you note can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Head of Service Delivery in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Service Delivery role. Highlight your experience with ITIL v4, ERP systems like D365, and any leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past achievements in IT service delivery and how you can drive transformation at our company.
Showcase Your Leadership Style: We’re keen on understanding your leadership style. In your application, mention how you’ve successfully led teams through change and fostered a customer-centric culture. This will help us see how you can lead our IT operations effectively.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Burns Sheehan
✨Know Your ITIL Inside Out
As a Head of Service Delivery, you'll need to demonstrate a solid understanding of ITIL v4 principles. Brush up on the key frameworks and be ready to discuss how you've implemented them in past roles. Prepare specific examples that showcase your ability to transition from reactive support to a mature, service-led model.
✨Showcase Your ERP Experience
Since this role involves managing ERP systems like Microsoft D365 and Yavica, make sure you highlight your relevant experience. Be prepared to discuss how you've ensured stability and seamless integration in previous positions, and think about any challenges you've faced and how you overcame them.
✨Demonstrate Leadership Skills
This position requires a hands-on leader who can navigate between strategy and operations. Prepare to share examples of how you've led teams through transformation, focusing on your leadership style and how you've fostered a customer-centric culture in complex environments.
✨Prepare for Stakeholder Engagement
You'll need to communicate effectively with senior leadership and ExCo. Think about how you've reported on service trends and business impact metrics in the past. Practice articulating your thoughts clearly and confidently, as this will be crucial in demonstrating your stakeholder management skills.
