Head of Service Delivery

Global Head of Service Delivery

Location: Birmingham (Hybrid)
Salary: Up to £113,000 + Car Allowance + 30% Bonus + Benefits
Reports To: Global Director of Infrastructure & Service Operations

The Organisation

Our client is a Global FTSE 250 organisation undergoing a major transformation under a new CIO. Over the next three years, the business will transition from a federated model to a centralised global structure, supported by significant investment in technology and a new global outsourcing model for IT operations.

The Head of Service Delivery is a newly created, pivotal role responsible for building a mature, process-driven function that underpins this transformation.

The Opportunity

We are seeking a dynamic Global Head of Service Delivery to lead our enterprise-wide technology service delivery function. This senior leadership role is pivotal in shaping and executing strategies that ensure world-class service provision across all 6 regions. You will drive operational excellence, foster collaboration across global teams and partners, and ensure technology services align with business needs.

Key Responsibilities

• Deliver a three-year roadmap to centralise service delivery and enhance maturity.
• Oversee technical troubleshooting to minimise disruption and improve problem resolution.
• Build strong relationships with senior stakeholders and act as a trusted business partner.
• Manage vendor performance and ensure compliance with contractual and regulatory standards.
• Drive continuous improvement, knowledge management, and capability building across teams.
• Drive adoption of the current ITIL/ITSM best practices and support implementation of new tools
• Engage and influence regional teams, to foster collaboration, manage resistance, and drive cultural change.

About You

• Proven experience leading global service teams in complex, multi-region organisations.
• Strong understanding of ITIL and process improvement.
• Demonstrated success managing outsourced delivery models (India experience advantageous).
• Skilled in stakeholder management, change leadership, and building trust across diverse teams.
• Familiar with hybrid cloud (Azure), ERP (SAP), and enterprise technology platforms.
• A collaborative, pragmatic, and culturally aware leader with exceptional communication and influencing skills.