Head of Service Delivery Management

In order to be considered the following is required:

• 10+ years of enterprise IT service delivery, service management, managed services or related customer operations experience, with meaningful leadership accountability
• Proven leadership of Service Delivery Managers or comparable client-facing service-management professionals across multiple enterprise accounts
• Demonstrated ownership of complex SLA-driven service governance and service-performance improvement.
• Evidence of leading major client escalations, including executive communication, cross-functional recovery and preventative follow-through
• Strong practical knowledge of ITIL-aligned service management - not certification without application
• Experience engaging senior client stakeholders, including CIO, CTO or Senior IT Operations leadership
• Commercial awareness of how service performance affects retention, margin, service credits, scope and contractual exposure
• Relevant tertiary qualification or equivalent senior industry experience; ITIL 4 Foundation or equivalent recognised service-management foundation
• Complex or regulated enterprise environments such as financial services, public sector, telecommunications or large outsourcing
• Higher-level ITIL, SIAM, ISO / IEC 20000, COBIT, PMP / PRINCE2 or related service/governance certification
• Working knowledge of enterprise monitoring, observability, AIOps, automation and digital operations
• Operational-readiness / service-transition governance and evidence of standardising an SDM capability

Responsibilities:

• Led an SDM function or several SDMs across multiple enterprise clients; clarify team size, portfolio complexity and personal accountability
• A material deterioration in service performance; diagnosis, corrective governance and sustained improvement
• Serious client escalation with executive communication, cross-functional recovery, decision discipline and prevention
• Introduced consistent service governance, reporting or operating standards across inconsistent accounts or teams
• Challenged or stopped an incomplete handover / support model and defined what had to be true before acceptance
• Managed a service issue with service-credit, margin, scope or contractual exposure without exceeding authority
• Developed or performance-managed experienced SDMs and raised capability or consistency
• Delivered a measurable service, customer or efficiency improvement from recurring issues or service data

The role will lead and develop a high-performing team of client-aligned Service Delivery Managers, fostering accountability, collaboration and service excellence.

If you are a strategic and commercially astute service delivery leader who thrives in a complex enterprise environment, has a strong track record of driving service excellence and is passionate about developing high-performing teams, we would like to hear from you.

Please URGENTLY email us your CV to join a leading enterprise technology services organisation and play a pivotal role in strengthening service delivery governance, client satisfaction and operational performance.

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Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application.