Head of Service Delivery

The Head of Service Delivery is responsible for the end-to-end delivery of IT & Business services across the organisation. Ensuring stable, secure, cost-effective, and user-centred service operations are aligned to FRCs organisational strategy. The Head of Service Delivery will translate strategic objectives into operational performance through governance, architecture alignment, supplier management, and continual improvement.

• Delivery of IT & Business Services performance framework.
• Lead IT Operations & Service Improvement Teams and work with adjoining teams within Business Services.
• Define and enforce service management standards aligned to ITIL frameworks.
• Provide senior oversight across the IT & Business Services change portfolio to ensure alignment between project delivery and operational readiness.
• Establish and monitor SLAs, KPIs and experience metrics.
• Oversee projects within the IT & Business Services Team.
• Ensure service resilience, availability, capacity, and continuity in partnership with the Security & Resilience Team.
• Own supplier and managed service provider performance contracts.
• Provide assurance to the Director of IT & Business Services that projects are scoped, controlled and delivered in a manner consistent with service stability.
• Support the Director of IT & Business Services with service financials including budgeting, forecasting and cost optimisation.
• Lead continual service improvement through structured review, root cause analysis and automation.
• Develop leadership capability within Service Improvement and IT Operation teams.
• Act as senior escalation point for major incidents and service risks.
• Maintain governance reporting for executive stakeholders.

• Significant experience operating at Senior Project or Programme Manager level within a corporate or shared services environment.
• Strong understanding of ITIL frameworks and service governance models.
• Experience of leading service improvement and multi-disciplinary stakeholders.
• Experience managing with hybrid IT delivery models.
• Financial literacy with budgeting, cost modelling and value optimisation.
• Experience of Microsoft Power Platform and Azure Dev Ops Tools.
• Strong Programme management skills and understanding of formal project and programme management methodologies (e.g. PRINCE2, MSP, Agile).
• Experience ensuring effective service transition and operational readiness for new technology implementations.
• High-level risk management and compliance awareness.
• Strong executive communication and performance reporting capability.
• Reporting to the Director of IT & Business Services, and supporting strategy, priorities and governance.
• Operates as the Escalation point for IT Operations and Senior business leadership communication.
• Translates operational constraints into commercial language understood by executives.
• Manages business demand by setting realistic service boundaries aligned to capacity and the organisations risk tolerance.
• Challenges business stakeholders where service expectations exceed budget, architecture or risk appetite.
• Holds suppliers accountable through structured governance and performance challenge.
• Supporting and leadership during major incidents, directing both technical teams and business stakeholders.
• Can make decisions under time pressure during major incidents and service disruptions.
• Balances cost, risk, speed and quality to service operations.
• Methodical resolution of service failures through root cause analysis.
• Manages competing priorities across operations, project delivery and innovation works.
• Escalates issues when required, including awareness of organisations Team, Divisional & Principal risks.
• Leads Internal and External based teams.
• Sets measurable standards for service reliability, responsiveness and professionalism.
• Ensures clear definitions in roles, decision rights and escalation paths.
• Development of direct reports.
• Captures data-driven performance management.
• Promotes good operational discipline, including structured governance and documentation rigor.

The IT and Business Services team is building the capability needed to support the organisations ongoing progression of technology and data asset management. The Head of Service Delivery plays a central role in protecting the organisation’s ability to operate effectively by ensuring technology services are reliable, well-governed and financially controlled. Through strong oversight, clear accountability and disciplined service management, the role will protect the organisations reputation, compliance and day‑to‑day operational functions.