Head of Service Delivery

Overview

In this role you will own end-to-end IT service delivery across LRG, ensuring governance and ongoing improvement. You will be the single point of accountability for service performance and supplier management, maintaining control of the service environment. You will lead governance, reporting, and continuous improvement initiatives to drive service quality and alignment with SLAs and KPIs. The position offers growth within a nationally expanding property company and opportunities to shape service delivery strategy.

Pay / Benefits

• Competitive Salary Package
• Quarterly and yearly awards
• Salary sacrifice pension scheme
• Generous Holiday allowance
• Market leading training and ongoing professional development
• Supportive and collaborative team environment

Responsibilities

• Own and manage service performance across all IT suppliers and internal teams
• Ensure delivery against agreed SLAs and KPIs
• Lead monthly and quarterly service reviews and operational governance forums
• Ensure reporting meets requirements (service, performance, financial, operational)
• Act as primary point of accountability for third-party providers
• Manage supplier escalations, penalties, and contract alignment
• Deliver and improve service reporting and dashboards (incidents, trends, SLA performance)
• Provide actionable insight to senior leadership to drive service optimisation
• Bridge IT operations, infrastructure, EUC, and suppliers to ensure end-to-end delivery
• Support implementation of unified ticketing, service catalogue, and front-door service model
• Align services across business units and suppliers
• Own and manage service-related risks and major incidents/escalations
• Build strong relationships with internal stakeholders and external partners

Key requirements

• Proven experience in Service Delivery Management (ITIL-aligned environment)
• Strong experience managing third-party suppliers and contracts
• Experience in SLA/KPI management, service reporting, and governance
• Incident and escalation management experience
• Robust stakeholder management at operational and executive levels

• stakeholder management
• clear communication
• leadership and collaboration
• ITIL-aligned service delivery
• SLA/KPI management
• service reporting and dashboards

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