Service Delivery Director

Role Title: IT Service Delivery Director

Work mode: Fully Onsite

Contract duration: 6 Months

Location: Leeds

End-to-end ownership of IT service operations, infrastructure modernization, and continuous improvement initiatives. Collaborate with cross-functional teams and senior stakeholders to align IT services with business goals, enhance automation, and ensure operational continuity. Service Delivery Management, ability to create and lead high-performing teams, cultivate executive-level client relationships, and deliver consistent value to enterprise customers. Deep understanding of ITIL frameworks, cloud infrastructure (Azure/AWS), CSAT and ITSM platforms.

Minimum number of relevant years of experience: 10

Key Responsibilities:

• Technical Operations

• IT Service Transformation & Strategy,

• Strategic IT Roadmap,

• Leadership & Deputizing,

• Project Management,

• Net Promoter/CSAT Score,

• XLA (Experience Level Agreement,

• ServiceNow & Automation,

• Team Leadership & Development,

• Escalation Management,

• Agile & Project Delivery Practices,

• IT Governance & Compliance, Vendor Management

Additional details:

-Develop and implement service delivery strategies aligned with client.

-Lead cross-functional teams to ensure high quality service delivery.

- Promote a culture of continuous improvement and client-centric service.

-Oversee day-to-day service delivery operations including planning, execution, and evaluation.

-Ensure compliance with contractual obligations, regulatory standards, and internal policies.

-Monitor KPIs and service metrics to assess performance and drive improvements.

-Client Stakeholder Engagement

-Program Management