IT Service Delivery Director

Overview

Contract / IT Service Delivery Director / London / Onsite ( 5 Days ) / £540 Inside IR35We are seeking an experienced IT Service Delivery Director to take end-to-end ownership of IT service operations, infrastructure modernization, and continuous improvement initiatives. This senior leadership role will collaborate with cross-functional teams and executive stakeholders to ensure IT services align with business objectives, enhance automation, and deliver operational excellence.The ideal candidate will have a proven track record in IT service delivery management, building and leading high-performing teams, cultivating executive-level client relationships, and driving measurable value for enterprise customers. A deep understanding of ITIL frameworks, cloud infrastructure (Azure/AWS), CSAT/NPS, and ITSM platforms is essential.Key Responsibilities

Service Delivery Strategy and Transformation

- Develop and implement service delivery strategies aligned with client and business goals, ensuring continuous service improvement and innovation.Technical Operations and Roadmap

- Oversee infrastructure modernization, service reliability, and the creation of a strategic IT roadmap.Leadership and Team Development

- Lead and inspire cross-functional teams, foster a high-performance culture, and mentor future leaders.Program and Project Management

- Drive large-scale IT initiatives, ensuring delivery within scope, budget, and timelines, using Agile and best-practice methodologies.Client and Stakeholder Engagement

- Act as a senior point of contact, cultivating relationships with executive stakeholders and ensuring alignment with their expectations.Governance and Compliance

- Ensure adherence to regulatory requirements, contractual obligations, and internal policies.Performance and Metrics

- Monitor KPIs, CSAT/NPS scores, and XLAs to measure performance, address gaps, and continuously improve service quality.Automation and ITSM Tools

- Champion automation, optimize workflows, and leverage platforms such as ServiceNow to streamline operations.Vendor and Escalation Management

- Manage vendor relationships and oversee major incident and escalation processes to ensure operational continuity.Key Skills and Experience

Minimum

10 years

of experience in IT service delivery, operations, or similar leadership roles.Strong knowledge of

ITIL frameworks , ITSM platforms (e.g., ServiceNow), and cloud technologies (Azure/AWS).Proven track record in

strategic planning, service transformation, and stakeholder management

at an executive level.Expertise in

team leadership , developing high-performing teams, and succession planning.Experience managing

CSAT/NPS , XLAs, and operational performance metrics.Familiarity with

Agile and project delivery methodologies .Excellent

communication, negotiation, and problem-solving skills ..... full job details .....