Service Delivery Director

IT Service Delivery Director Location: Oxford / Hybrid (3 days on-site) Salary: Up to £95,000 bonus excellent benefits Join a global, tech-driven company who were established 20 years ago and have experienced continuous growth to over 1000 employees. Based in the UK, they have operations in 100 countries, and are continuing to drive innovation and grow. The Role: We are seeking a hands-on IT Service Delivery Director to lead a dynamic and growing team. In this role, you will oversee service desk operations, ensure exceptional end-user experiences, and drive improvements across the business. You’ll play a key part in both day-to-day management and long-term strategy, acting as a link between the IT function and senior stakeholders. This is a varied role where you will get the opportunity to be a part of the continued success of this company and take ownership of the support function. Key Responsibilities: Service Desk Leadership: Manage a team of permanent staff, contractors, and third-party vendors to deliver outstanding IT support services. End-User Ambassador: Ensure consistent, high-quality service delivery, eliminating repeat incidents and improving the overall user experience. Team Development: Provide line management for a growing team of 8 direct reports, overseeing their development through mentoring, training and reviews. Strategic Innovation: Responsible for driving change initiatives, suggesting new ideas, and leading implementation of service delivery strategies. Stakeholder Engagement: Regularly liaise with senior stakeholders to communicate progress, challenges, and opportunities for continuous improvement. Cost Efficiency: Manage the service delivery budget, maintaining high-quality support while minimising costs. Hands-On Leadership: Act as the senior escalation point for critical issues, ensuring smooth operations. Experience and Skills: Proven track record managing a service desk and end-user computing teams. Strong experience with third-party vendors and contract teams. Strategic decision-making skills, particularly in service delivery improvement. Exceptional communication skills, with both technical and non-technical stakeholders. Experience handling major service escalations and troubleshooting issues. Desirable: Experience managing teams across multiple locations and time zones. Familiarity with migration projects from on-prem to cloud solutions. Experience with budget management. Previous experience in scaling teams and growing headcount. Background working in start-ups or SME environments. To apply, send your CV to sam.collins@digitalgurus.co.uk