Head of Service Delivery

Head of Service Delivery

Leicestershire

To £80,000 + Car allowance

We are seeking an experienced Head of Service Delivery to lead our client’s post-implementation support operations across hardware and software services. This individual will oversee a team of around 40 staff, including a service desk and field engineering teams. You will be accountable for ensuring they meet or exceed SLAs, streamline service delivery processes, maintain operational efficiency, and foster trusted relationships with B2B clients.

This is a critical leadership role for someone who is both operationally astute and technically competent in electronic and software systems. You’ll be expected to challenge the status quo, bring in scalable solutions, and ensure our service function runs like clockwork—even under pressure.

Key Responsibilities

• Lead and manage the full Service Delivery function post-implementation (software, hardware, and engineering teams)
• Drive operational excellence and efficiency across all aspects of the service lifecycle
• Act as a key escalation point for complex service issues, ensuring swift resolution
• Build and monitor KPIs and SLAs, ensuring contractual obligations are met and customer expectations exceeded
• Collaborate closely with engineering teams to validate issues and proposed resolutions—applying your own technical judgment to assess credibility
• Implement scalable and repeatable support processes as the business grows
• Develop and maintain strong B2B customer relationships, serving as a trusted operational partner
• Identify and deliver continuous improvements across service workflows and tools
• Contribute to bid writing and commercial proposals from a service capability perspective
• Provide input into technical documentation, reporting, and service improvement plans
• Represent the Service Delivery function in senior leadership and cross-functional meetings
• Conduct regular site visits and travel to customer locations across the UK (approx. once per month)

Skills and Experience

Essential:

• Proven experience in a senior Service Delivery or Operations leadership role within a B2B tech environment
• Strong background in hardware/electronic systems and software
• Experience managing large teams (25+), including service desks and field-based engineers
• Track record of delivering service excellence and meeting strict SLAs
• Excellent problem-solving skills and the confidence to challenge technical explanations when necessary
• Experience building KPIs, reporting frameworks, and process improvement initiatives
• Ability to stay calm and decisive in high-pressure, customer-facing situations
• Strong commercial awareness with experience contributing to bids and proposals
• Exceptional stakeholder management and communication skills

Desirable:

• Experience working within a transport or public infrastructure environment
• Familiarity with ITIL or other service management frameworks
• Knowledge of public sector contracts or framework agreement.

If you're looking to shape the future of service delivery in a tech-forward environment—this is the role for you - send your CV now!