Technology Service Delivery Lead

About the role

The Technology Service Delivery Lead is responsible for managing the delivery and governance of technology services using recognised frameworks such as ITIL and Agile. The role oversees strategic outsourced service providers, ensuring high‑quality performance, regulatory compliance and continuous improvement.

Key responsibilities

• Own relationships with strategic managed service providers and provide robust vendor oversight.
• Ensure service providers operate to agreed contractual service levels, regulatory requirements and organisational quality standards.
• Act as the primary relationship manager between service providers and internal teams, facilitating collaboration and resolving conflicts.
• Serve as process owner for key ITIL services, including design agreement, change control, implementation and continuous improvement.
• Conduct audits and regular quality checks to meet client and regulatory expectations.
• Act as the primary escalation point for critical service processes, managing a 24/7 escalation rota.
• Track performance against SLAs, KPIs and process metrics, reporting on service levels and identifying improvement areas.
• Develop and maintain a comprehensive service catalogue covering all technology services.

Required profile

• Proven experience in technology service delivery and vendor oversight.
• Strong understanding of ITIL and Agile frameworks.
• Ability to manage escalation processes and drive continuous improvement.

Required skills

• ITIL
• Agile