Head of Service Delivery Management
Core
Lead and develop a high-performing team of Service Delivery Managers to govern complex enterprise IT services, manage client escalations, and drive service performance improvements.
Role type
Senior IC service delivery leader (Head of Service Delivery)
Builds
Enterprise IT service delivery operations and governance frameworks
Domain
Enterprise IT services, managed services, financial services, public sector, telecommunications
Required skills
Enterprise IT service delivery leadership, SLA-driven service governance, client escalation management, ITIL-aligned service management, commercial awareness of service performance, stakeholder engagement (CIO/CTO), team development, operational readiness governance
Preferred skills
Higher-level ITIL, SIAM, ISO / IEC 20000, COBIT, PMP / PRINCE2, enterprise monitoring, observability, AIOps, automation, digital operations
Technologies
enterprise monitoring, observability, AIOps, automation
Responsibilities
Lead and develop a high-performing team of Service Delivery Managers; diagnose and correct material deterioration in service performance; manage serious client escalations with executive communication; introduce consistent service governance and reporting standards; manage service issues involving service credits, margin, or contractual exposure.
Seniority
Senior, hands-on IC with leadership accountability
