JOB TITLE: Head of Service Delivery

LOCATION: London, Greater London

SALARY:£90,000 - £110,000

21 days holiday | Private Healthcare | Pension Scheme

WAY OF WORKING: Full Time, Hybrid

THE BUSINESS:

We're a forward-thinking digital partner with a strong track record of helping organisations optimise their technology landscape. Renowned for delivering reliable, cutting-edge solutions, we’ve built long-standing relationships with clients who trust us to keep their systems secure, efficient and ready for what’s next.

Our workplace culture is something we’re genuinely proud of clear communication, mutual respect, and a genuine commitment to growth are at the heart of how we operate. Team members tend to stay for the long haul, because we invest in their development, encourage initiative, and reward excellence. If you're driven, curious, and serious about making an impact, you'll fit right in.

HEAD OF SERVICE DELIVERY:

Strategic Service Leadership

• Own and evolve the overall service delivery model, ensuring it remains scalable, efficient, and customer focused.
• Define and refine KPIs, SLAs, and service reporting frameworks that enable transparency, accountability, and partner retention.
• Collaborate with the executive team to align service delivery strategy with wider business goals and customer expectations.
• Lead cross-functional planning and execution of service improvement initiatives and internal transformation projects.

Operational Excellence

• Oversee the day-to-day performance of technical support operations, including field services, helpdesk, and on-site engineering.
• Establish and continuously improve processes for:
• Ticket triage and escalation
• Critical incident management (acting as Incident Lead)
• Documentation, technical note quality, and internal handovers
• On-call scheduling, time tracking, and PTO complianc
• Partner with project and infrastructure teams to ensure smooth coordination on change management and client projects.

• People Leadership
• Lead, mentor, and develop a high-performing team of ~18 technical staff across all tiers and disciplines.
• Build a culture of accountability, continuous learning, and operational ownership.
• Own the recruitment, onboarding, and development roadmap for engineering roles, ensuring capability keeps pace with business needs.
• Run structured 1:1s, performance reviews, and staff progression planning.

Customer & Stakeholder Engagement

• Be the voice of service delivery for key client stakeholders—ensuring SLAs are met and issues are proactively managed.
• Lead regular service reviews with top-tier clients, including delivery reporting and roadmap updates.
• Collaborate with Sales, Account Management, and Projects to ensure aligned messaging and coordinated delivery.

Leadership Team Contributions

• Influence technology stack direction, including tooling, monitoring, RMM, and ITSM platforms.
• Drive capacity planning and workforce modelling in line with current and future delivery needs.
• Contribute to market expansion efforts by ensuring operational scalability and service readiness in new regions or segments.
• Lead proactive ROI projects that reduce operational overhead and increase service profitability.
• Participate in service positioning and R&D, identifying opportunities to enhance offerings and differentiate the business.

YOUR KEY SKILLS:

• Proven experience in a senior service delivery leadership role (Head of / Director level), ideally in an MSP or similar IT services organisation.
• Track record of owning and evolving service delivery functions in dynamic, high-growth environments.
• Strong background in IT operations, team leadership, and client-facing service ownership.
• Deep familiarity with ITIL principles and modern ITSM best practices.
• Adept at balancing strategic initiatives with operational day-to-day management.

Preferred Experience & Skills

• ITIL v4, PMP, or Prince2 Certification
• Familiarity with PSA/RMM tools such as ConnectWise, Autotask, etc.
• Experience across Microsoft tech stack (Azure, M365, Intune)
• Strong documentation, reporting, and communication skills
• Comfortable engaging at C-level internally and externally

If you are interested in the Head of Service Delivery role, please send an application detailing proof of the above or contact Ben Hodson in our office.

C4S Search connect future tech talent with leading deep tech, biotech & clean tech organisations and we are always keen to hear from Head of Service Delivery or those who work in the tech industry.