At a Glance
- Tasks: Lead IT service delivery, ensuring top-notch performance and continuous improvement.
- Company: Join LRG, an award-winning property company with a focus on growth and excellence.
- Benefits: Enjoy competitive salary, generous holidays, and market-leading training opportunities.
- Other info: Collaborative culture with clear paths for career advancement.
- Why this job: Make a real impact in a dynamic environment while advancing your career.
- Qualifications: Experience in Service Delivery Management and strong stakeholder management skills.
The predicted salary is between 63000 - 77000 £ per year.
Location: The Meadows, Camberley (Hybrid)
Brand: LRG
Salary: Competitive Salary Package
About Us:
LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.
Job Summary and key responsibilities
The Head of Service Delivery is responsible for the end-to-end performance, governance, and continuous improvement of IT service delivery across LRG, ensuring that all internal teams and third-party suppliers deliver services in line with agreed SLAs, KPIs, and contractual obligations. This role provides a single point of accountability for service performance, supplier management, and operational governance. The Head of Service Delivery will ensure LRG maintains control of its service environment, rather than relying on supplier-led governance structures. This aligns with LRG’s requirement for strong service leadership, performance reporting, and continuous improvement ownership.
Key Responsibilities:
- Service Governance & Performance
- Own and manage service performance across all IT suppliers and internal teams
- Ensure delivery against agreed SLAs and KPIs
- Lead Monthly Service Reviews
- Lead Quarterly Service Reviews
- Lead Operational governance forums
- Ensure all reporting meets LRG’s requirements (service, performance, financial, and operational)
- Supplier & Contract Management
- Act as the primary point of accountability for third-party service providers
- Hold suppliers accountable for contractual delivery
- Hold suppliers accountable for service levels
- Hold suppliers accountable for continuous improvement commitments
- Manage supplier escalations and dispute resolution
- Monitor service credits, penalties, and commercial alignment
- Reporting & Service Insight
- Deliver and continuously improve service reporting and dashboards, including incident and request trends, SLA performance, demand patterns, escalations and root cause themes
- Provide actionable insight and recommendations to senior leadership
- Ensure reporting drives decision-making and service optimisation
- Operational Alignment & Integration
- Act as the bridge between IT operations, infrastructure, EUC, and suppliers
- Ensure end-to-end service delivery, not siloed tower delivery
- Support implementation of Single front door service model
- Support implementation of Unified ticketing and service catalogue
- Align services across multiple business units and suppliers
- Risk, Issue & Escalation Management
- Own and manage service-related risks and issues
- Lead major incident and escalation governance
- Ensure root cause identification and preventative actions
- Stakeholder Engagement
- Build strong relationships with internal stakeholders (Technology, Operations, Business Units)
- Build strong relationships with external suppliers and partners
- Provide clear, structured communication to senior leadership (including CTO) and operational teams
What are we looking for:
- Proven experience in Service Delivery Management (ITIL-aligned environment)
- Strong experience managing third-party suppliers and contracts
- Demonstrable experience in SLA/KPI management
- Demonstrable experience in service reporting and governance
- Demonstrable experience in incident and escalation management
- Strong stakeholder management at operational and executive level
What we can offer you:
- Proven track record for career growth and advancement within the company
- Market leading training and ongoing professional development
- Supportive and collaborative team environment
Benefits:
- Competitive Salary Package
- Quarterly and yearly awards
- Salary sacrifice pension scheme
- Generous Holiday allowance
LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.
LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.
Head of Service Delivery IT · Camberley HQ, United Kingdom · employer: Scottfraser
Leaders, part of LRG, is an exceptional employer located in Felixstowe, offering a supportive and collaborative team environment that fosters career growth and professional development. With a strong commitment to employee well-being, we provide access to a virtual GP, generous holiday allowances, and regular incentives for top achievers, making it a rewarding place to work for those passionate about the real estate industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Delivery IT · Camberley HQ, United Kingdom ·
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Head of Service Delivery IT · Camberley HQ, United Kingdom · at Scottfraser!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Scottfraser or be willing to refer you for that Head of Service Delivery IT · Camberley HQ, United Kingdom · position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Scottfraser who’s on the lookout for their next Head of Service Delivery IT · Camberley HQ, United Kingdom · star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Head of Service Delivery IT · Camberley HQ, United Kingdom · role at Scottfraser!
We think you need these skills to ace Head of Service Delivery IT · Camberley HQ, United Kingdom ·
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Scottfraser. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Scottfraser
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Scottfraser. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
