Head Of Service Delivery | £70k to £80k plus car/allowance| Leicestershire
Hybrid Function
Monday to Friday 9-5:30pm (flexible)
An established technology-led organisation is seeking a dynamic Head of Service Delivery to lead and evolve its nationwide service function. This is a critical leadership role overseeing post-implementation support across complex electronic and software systems, including service desk and field engineering teams. You will play a central role in ensuring operational excellence, driving performance against SLAs, and delivering an exceptional service experience to business customers across the UK. This business is often a reactive environment, currently around 80% of service operations are reactive so we are seeking a dynamic leader who excels in fast-paced environments, demonstrates agility in the face of shifting priorities and remains composed and focused during times of change. If you have the ability to lead with clarity, confidence and resilience in circumstances of rapid change—this could be the perfect opportunity for you!
What we’re looking for:
- Proven track record in a senior service delivery or operations role within a B2B tech environment
- Strong understanding of both electronic/hardware and software systems
- Degree level qualification in Electrical Engineering (BEng, BSc or equivalent)
- Experience managing multi-functional service teams
- Skilled in building robust KPIs, driving performance, and navigating high-pressure situations
- Technically confident—able to assess complex issues and challenge resolutions where needed
- Commercially savvy with experience influencing bids, contracts, and customer propositions
- Excellent communicator with a collaborative leadership style
The finer elements of the role include:
- Lead and manage a multi-disciplinary service team across hardware maintenance and customer support
- Drive process optimisation and efficiency across the full service lifecycle
- Act as the senior escalation point for complex technical issues, ensuring timely resolution
- Monitor and enhance SLA and KPI performance to exceed client expectations
- Implement scalable service delivery processes as the business grows
- Partner with Engineering and Commercial teams to provide credible technical input on solutions and proposals
- Maintain strong client relationships and represent the service function in senior leadership forums
- Support bid writing and contribute to service capability within commercial tenders
- Conduct regular site visits and ensure close alignment with field operations
Desirable Skills:
- Background in public sector or infrastructure-based service delivery
- Familiarity with ITIL or service management frameworks
- Experience with public contracts or framework agreements
- An understanding of software applications and how they support hardware and service functions
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