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