Head of IT Service Delivery

About the role

The Public Sector organisation is looking for a senior leader to head IT Service Delivery within its Shared Services Directorate. Reporting to the CTO, you will be accountable for the performance, governance and continual improvement of all IT services, ensuring they are reliable, secure and aligned with organisational priorities.

Key responsibilities

• Lead the Service Delivery team and set strategic direction across service operations, change, desktop support, service transition and continual improvement.
• Maintain strong service governance, measure performance, report outcomes and drive improvements.
• Manage supplier and commercial relationships, holding third‑party partners to agreed service levels.
• Ensure service continuity and effective delivery of digital, SaaS and cloud‑based services in a Microsoft 365 cloud‑first environment.
• Oversee budget management, resource planning and value‑for‑money principles for IT services.

Required profile

• Significant experience leading IT service delivery or IT service management in a complex organisation, preferably within professional services.
• Proven ability to manage suppliers, commercial contracts and hold third parties accountable.
• Strong knowledge of service governance, operational risk, service continuity and continual improvement.
• Excellent leadership, people management and communication skills, able to influence technical and non‑technical audiences.

Required skills

• Microsoft 365
• SaaS
• Cloud services