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For Companies At a Glance
- Tasks: Lead service delivery, ensuring efficiency and customer focus while mentoring a high-performing team.
- Company: Join a forward-thinking digital partner known for optimising technology landscapes and building strong client relationships.
- Benefits: Enjoy a competitive salary, 21 days holiday, private healthcare, and a pension scheme with hybrid working options.
- Why this job: Make a real impact in a culture of growth, accountability, and innovation within a supportive team environment.
- Qualifications: Proven senior leadership experience in service delivery, ideally in an IT services organisation, with strong ITIL knowledge.
- Other info: Be part of a company that values clear communication and invests in your professional development.
The predicted salary is between 78000 - 102000 £ per year.
Job Description
JOB TITLE: Head of Service Delivery
LOCATION: London, Greater London
SALARY:£90,000 – £110,000
21 days holiday | Private Healthcare | Pension Scheme
WAY OF WORKING: Full Time, Hybrid
THE BUSINESS:
We're a forward-thinking digital partner with a strong track record of helping organisations optimise their technology landscape. Renowned for delivering reliable, cutting-edge solutions, we’ve built long-standing relationships with clients who trust us to keep their systems secure, efficient and ready for what’s next.
Our workplace culture is something we’re genuinely proud of clear communication, mutual respect, and a genuine commitment to growth are at the heart of how we operate. Team members tend to stay for the long haul, because we invest in their development, encourage initiative, and reward excellence. If you're driven, curious, and serious about making an impact, you'll fit right in.
HEAD OF SERVICE DELIVERY:
Strategic Service Leadership
- Own and evolve the overall service delivery model, ensuring it remains scalable, efficient, and customer focused.
- Define and refine KPIs, SLAs, and service reporting frameworks that enable transparency, accountability, and partner retention.
- Collaborate with the executive team to align service delivery strategy with wider business goals and customer expectations.
- Lead cross-functional planning and execution of service improvement initiatives and internal transformation projects.
Operational Excellence
- Oversee the day-to-day performance of technical support operations, including field services, helpdesk, and on-site engineering.
- Establish and continuously improve processes for:
- Ticket triage and escalation
- Critical incident management (acting as Incident Lead)
- Documentation, technical note quality, and internal handovers
- On-call scheduling, time tracking, and PTO compliance
- Partner with project and infrastructure teams to ensure smooth coordination on change management and client projects.
People Leadership
- Lead, mentor, and develop a high-performing team of ~18 technical staff across all tiers and disciplines.
- Build a culture of accountability, continuous learning, and operational ownership.
- Own the recruitment, onboarding, and development roadmap for engineering roles, ensuring capability keeps pace with business needs.
- Run structured 1:1s, performance reviews, and staff progression planning.
Customer & Stakeholder Engagement
- Be the voice of service delivery for key client stakeholders—ensuring SLAs are met and issues are proactively managed.
- Lead regular service reviews with top-tier clients, including delivery reporting and roadmap updates.
- Collaborate with Sales, Account Management, and Projects to ensure aligned messaging and coordinated delivery.
Leadership Team Contributions
- Influence technology stack direction, including tooling, monitoring, RMM, and ITSM platforms.
- Drive capacity planning and workforce modelling in line with current and future delivery needs.
- Contribute to market expansion efforts by ensuring operational scalability and service readiness in new regions or segments.
- Lead proactive ROI projects that reduce operational overhead and increase service profitability.
- Participate in service positioning and R&D, identifying opportunities to enhance offerings and differentiate the business.
YOUR KEY SKILLS:
- Proven experience in a senior service delivery leadership role (Head of / Director level), ideally in an MSP or similar IT services organisation.
- Track record of owning and evolving service delivery functions in dynamic, high-growth environments.
- Strong background in IT operations, team leadership, and client-facing service ownership.
- Deep familiarity with ITIL principles and modern ITSM best practices.
- Adept at balancing strategic initiatives with operational day-to-day management.
Preferred Experience & Skills
- ITIL v4, PMP, or Prince2 Certification
- Familiarity with PSA/RMM tools such as ConnectWise, Autotask, etc.
- Experience across Microsoft tech stack (Azure, M365, Intune)
- Strong documentation, reporting, and communication skills
- Comfortable engaging at C-level internally and externally
If you are interested in the Head of Service Delivery role, please send an application detailing proof of the above or contact Ben Hodson in our office.
C4S Search connect future tech talent with leading deep tech, biotech & clean tech organisations and we are always keen to hear from Head of Service Delivery or those who work in the tech industry.
Head of Service Delivery employer: C4S Search Ltd
Contact Detail:
C4S Search Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Delivery
✨Tip Number 1
Network with professionals in the IT services sector, especially those who have experience in service delivery roles. Attend industry events or webinars to connect with potential colleagues and learn about the latest trends in service delivery.
✨Tip Number 2
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as ITIL principles and PSA/RMM tools. Consider taking online courses or certifications to enhance your knowledge and demonstrate your commitment to the role.
✨Tip Number 3
Prepare to discuss your previous experiences in leading service delivery teams. Be ready to share specific examples of how you've improved processes, managed client relationships, and driven operational excellence in past roles.
✨Tip Number 4
Research the company culture and values of StudySmarter. Tailor your conversations during interviews to reflect how your personal values align with theirs, particularly around communication, respect, and growth, which are key to their workplace environment.
We think you need these skills to ace Head of Service Delivery
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery leadership, particularly in IT services. Use specific examples that demonstrate your ability to manage teams and improve service delivery functions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Discuss how your background aligns with their needs, especially your familiarity with ITIL principles and your experience in high-growth environments.
Highlight Key Skills: Clearly outline your key skills in your application, such as team leadership, client engagement, and operational excellence. Mention any relevant certifications like ITIL v4 or PMP, as these are preferred by the company.
Showcase Your Achievements: Include quantifiable achievements in your application. For example, mention how you improved service delivery metrics or led successful projects that enhanced operational efficiency. This will help demonstrate your impact in previous roles.
How to prepare for a job interview at C4S Search Ltd
✨Showcase Your Leadership Experience
As a Head of Service Delivery, your leadership skills are crucial. Be prepared to discuss specific examples of how you've led teams, mentored staff, and driven performance improvements in previous roles.
✨Demonstrate Your Strategic Thinking
This role requires a strong strategic mindset. Highlight your experience in aligning service delivery with business goals and how you've successfully implemented KPIs and SLAs to enhance service efficiency.
✨Familiarise Yourself with ITIL Principles
Since deep familiarity with ITIL principles is essential, brush up on these concepts before the interview. Be ready to explain how you've applied ITIL best practices in your past roles to improve service delivery.
✨Prepare for Client Engagement Scenarios
Expect questions about your experience with client engagement and stakeholder management. Prepare to share examples of how you've managed client expectations, conducted service reviews, and ensured satisfaction with service delivery.
