Senior Director of Service Delivery

Client Service Management & Assurance

• Function as the senior client-facing leader for service delivery, owning service representation in key client relationships through the support of the product stacks and their teams including service reviews and escalations.
• Own the client-facing service model: service review cadences, reporting, SLA governance, and escalation handling.
• Lead the development of coordinated client transparent service and incident communications.
• Ensure consistent, high-quality client communication for incidents, planned maintenance, and service performance, building trust and supporting client retention and growth.

Service Tooling and Reporting

• Define and own the ITSM tooling strategy, ensuring platforms support scalable, consistent service delivery across products and regions.
• Define and evolve service data, reporting, and client transparency capabilities, ensuring cross-product visibility and actionable insight for internal and client decision-making.
• Drive standardisation and optimisation of ITSM tooling, automation, and self-service capability across the function.
• Identify and adopt AI-assisted capabilities (e.g., intelligent triage, predictive incident detection, automated resolution workflows) to improve service efficiency and quality.
• Manage ITSM and service tooling vendor relationships, including contract oversight and performance management.

Service Transition & Operational Readiness

• Lead end-to-end service transition for new products and major launches, ensuring operational readiness across service, and client-facing service teams prior to go-live.
• Define and embed standardised transition frameworks covering support model design, SLAs, documentation, tooling configuration, and knowledge transfer.
• Coordinate cross-functional readiness to ensure capability, capacity, and governance are in place to support stable day-one and ongoing operations.
• Act as the service function's voice in product development and launch planning, ensuring supportability requirements are defined and met before release.

Continuous Service Improvement & Transformation

• Define and lead the service improvement agenda, prioritising initiatives based on client impact, operational performance, and commercial outcomes.
• Drive cross-product standardisation and maturity uplift to ensure consistent service practices, controls, and client experience.
• Benchmark service practices against ITIL and industry standards, identifying and closing maturity gaps.
• Embed a data-led improvement culture, using service metrics, client feedback, and trend analysis to drive decisions and demonstrate progress.

People Leadership & Talent Development

• Lead, develop, and inspire a global, multi-disciplinary service management function, creating an environment of high performance, accountability, and continuous learning.
• Define the organisational structure and workforce plan for the service function, ensuring appropriate capability, capacity, and geographic coverage.
• Build clear career pathways and development opportunities to attract, retain, and grow talent across the function.
• Manage succession planning for key roles, ensuring organisational resilience and leadership continuity.
• Drive high levels of employee engagement and satisfaction, fostering an inclusive and collaborative team culture across global locations.

Commercial & Cost-to-Serve

• Own the service function's OPEX budget, managing cost-to-serve across service operations and balancing efficiency with client experience.
• Optimise resource allocation across onshore/offshore delivery models, coverage structures, and FTE planning.
• Provide input into commercial models, pricing constructs, and contractual service terms, ensuring alignment between service capability, risk, and margin.
• Support sales, RFP, and client negotiations where service delivery is a differentiator, providing commercial and operational insight.

Headlines Success Measures

• Client Impact: Improved CSAT and NPS; reduced escalation rates; strong client retention.
• Quality: Increased service management maturity; improved quality of support, service data, and client communications; high employee satisfaction (ESAT).
• Time & Budget: On time delivery of transformation, achieving people and project OPEX targets, and supporting wider ICT revenue, margin, and retention targets etc.
• Assurance: Improved client assurance outcomes, audit readiness, regulatory compliance posture, and transparency of service performance.
• Efficiency: Exceed client incident SLAs, reduced resolution times etc.