Xpertise Recruitment
Director of Service Delivery and Resilience
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Director of Service Delivery & Resilience
Nottingham (2 days per week in the office)
Up to £138,000 plus attractive wider benefits package
A rare opportunity has arisen for an experienced technology leader to shape and lead a critical Service Delivery & Resilience function within a large, complex professional services organisation. Reporting directly to the Chief Digital & Information Officer, this role will provide strategic leadership across service delivery, operational resilience, technology operations and service management, ensuring the organisation delivers secure, reliable and customer-focused technology services.
Our client is a well-established professional services organisation with a large, geographically distributed workforce and a complex technology landscape. Technology plays a business-critical role in supporting operations, transformation and long-term growth, making this a highly visible leadership appointment with significant organisational impact.
Why Join
- Shape and deliver the organisation's service delivery and resilience strategy.
- Influence the future technology operating model and wider transformation agenda.
- Lead a high-performing function focused on operational excellence and continuous improvement.
- Join a senior leadership team during a pivotal stage of the organisation's technology journey.
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Responsibilities
- Define and deliver the strategic vision for Service Delivery & Resilience across the organisation.
- Lead the development and evolution of the technology service delivery operating model.
- Establish resilience frameworks covering business continuity, disaster recovery, incident management and service continuity.
- Drive improvements in service performance, stability, observability and infrastructure resilience.
- Lead major technology transformation initiatives and operating model improvements.
- Provide executive leadership during major incidents and crisis situations.
- Develop strong supplier partnerships and ensure delivery against service and resilience commitments.
- Build and mentor high-performing teams, driving a proactive resilience-first culture.
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Requirements
- Significant senior leadership experience within complex, mission-critical IT environments or 24/7 service operations.
- Proven success defining and delivering enterprise-wide service delivery and resilience strategies.
- Strong knowledge of IT operations, IT service management and ITIL frameworks.
- Extensive experience in business continuity, disaster recovery and major incident management.
- Experience leading technology teams through operational and cultural transformation.
- Strong commercial, financial and supplier management expertise.
- Excellent stakeholder engagement skills with the ability to influence at executive level.
Desirable Experience
- Experience operating within large, complex organisations with distributed operations.
- Knowledge of ISO 22301 and related resilience frameworks.
- Experience leading forensic investigations and recovery following major technology incidents.
- Experience embedding resilience, observability and stability principles into technology and product lifecycles.
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