Service Delivery Lead

Base pay range

Role Purpose

The Technology Service Delivery Lead is responsible for managing the delivery and governance of technology services through recognised industry frameworks such as ITIL and Agile. The role oversees strategic outsourced service providers, ensuring high-quality service performance, process governance, regulatory compliance, and continuous improvement. This position leads a specialist team that ensures services are delivered efficiently and consistently, acting as the internal authority for process ownership, vendor oversight, and escalation management.

Key Responsibilities

• Own relationships with strategic managed service providers, providing robust vendor oversight and ensuring delivery of core ITIL processes.
• Oversee service providers operating under ITIL, Agile, and similar frameworks on behalf of the Technology & Data function.
• Ensure providers operate to agreed contractual service levels, regulatory requirements, and organisational quality standards.
• Act as the primary relationship manager between service providers and internal teams, facilitating collaboration and resolving conflicts.

Process Ownership & Governance

• Act as process owner for key ITIL services, including design agreement, change control, implementation, and continuous improvement.
• Support product and platform teams in navigating service processes efficiently to enable timely delivery of services and project outcomes.
• Define, document, and update service-related processes to ensure clarity, consistency, and alignment with operational goals.

Quality Assurance & Compliance

• Conduct audits and regular quality checks to ensure processes are executed consistently and evidence is retained to meet client and regulatory expectations.
• Implement quality measures to ensure standards are upheld and service outcomes meet operational commitments.
• Benchmark service performance against industry standards to ensure competitiveness and identify improvements.
• Act as the primary escalation point for critical service processes, including Incident Management.
• Manage a 24/7 escalation rota comprising incident managers and senior technology leaders responsible for major incident resolution.

Performance Reporting

• Track performance against SLAs, KPIs, and process metrics, reporting on service levels and identifying areas for improvement.
• Develop and implement improvement plans based on operational feedback, performance insights, and best practice methodologies.
• Provide management reporting and recommendations to senior stakeholders to support informed decision‑making.
• Develop and maintain a comprehensive service catalogue covering all technology services offered by the organisation.
• Ensure the catalogue is kept accurate, accessible, and aligned to current service offerings and capabilities.
• Develop and execute strategies for risk identification, mitigation, and management across service delivery.
• Ensure operational resilience and continuity planning in partnership with technology teams and service providers.

Leadership & Team Development

• Lead a high‑performing team, setting goals, providing coaching, and supporting professional development.
• Foster collaboration across Technology & Data teams to enable seamless service delivery and shared accountability.
• Promote a culture of process discipline, continuous improvement, and customer‑focused delivery.

Experience & Expertise

• Experience leading technology service delivery in complex, global organisations.
• Strong track record managing large-scale outsourced vendors across multiple service areas.
• Qualified in ITIL, with expert knowledge of process design, implementation, and governance.
• Experience managing the full service delivery lifecycle including planning, budgeting, forecasting, and stakeholder reporting.
• Demonstrated ability to develop and maintain service catalogues and associated documentation.
• Experience driving process improvements through operational feedback and benchmarking.
• Proven ability to manage service risks and ensure continuity for critical technology services.

Skills & Attributes

• Effective leader experienced in managing technical specialists and motivating high performance.
• Strong stakeholder management skills with the ability to influence and collaborate across departments and seniority levels.
• Excellent communication skills, able to convey complex information clearly and provide actionable insights to stakeholders.
• Analytical mindset with ability to interpret data, benchmark performance, and identify improvement opportunities.
• Sound judgement in risk assessment, escalation handling, and mitigation planning.
• Proactive and solutions‑focused approach to process design and operational delivery.

Values & Mindset

• Commitment to inclusivity, personal growth, and supporting the development of others.
• Collaborative mindset with focus on teamwork, transparency, and shared success.
• Enthusiasm for continuous improvement, innovation, and process excellence within service delivery.

About the Organisation

This position sits within a global professional services organisation with operations across multiple countries. The environment is collaborative, innovative, and fast‑paced, with a strong focus on service excellence and client satisfaction. The organisation values inclusivity, professional growth, and a supportive culture that enables individuals to perform at their best.

Employees benefit from:

• A globally connected environment with access to strategic transformation projects.
• Commitment to responsible business practices including environmental and social governance priorities.
• Strong focus on talent development with structured career pathways and learning opportunities.
• A supportive culture promoting open communication, wellbeing, flexibility, and respect.
• Leadership development opportunities emphasising emotional intelligence and coaching skills.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Information Technology
• Industries: Technology, Information and Media, Professional Services, and Law Practice