Head of Service Delivery Management

Sword Group

. Lead, shape and mature Sword’s Service Delivery function .

Posted 10/8/2026full-timeGlasgow • United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading Service Delivery functions, establishing governance frameworks, and driving operational excellence within complex customer-facing environments. Proven ability to mentor teams, manage senior customer relationships, and translate operational data into actionable insights.

Highest-signal resume keywords

Service Delivery LeadershipGovernance Framework EstablishmentITIL Principles UnderstandingOperational Maturity ImprovementStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Management Best PracticesOperational Standards DevelopmentPerformance ReportingRisk ManagementKPI Establishment

Soft Skills

LeadershipCoachingCommunicationInfluencingAnalytical Thinking

Industry Keywords

Managed ServicesCustomer-Facing EnvironmentService Operations ManualService PerformanceOperational Control

About the role

Key responsibilities & impact

Lead, shape and mature Sword’s Service Delivery function
Define and continuously evolve the Service Delivery operating model
Establish, maintain and govern the Service Operations Manual, procedures, standards, controls and ways of working
Define and manage the Service Delivery governance framework, operational rhythms, reporting standards, forums and Terms of Reference
Lead, coach and develop a high-performing team of Service Delivery Managers
Set expectations for customer ownership, service performance, operational control, risk management and service jeopardy management
Provide senior operational leadership for service performance, customer escalations, Major Incidents, risks and business-critical service issues
Ensure consistent application of frameworks, processes and governance standards across accounts
Establish service reporting, management information, KPIs and performance insights
Drive continual service improvement and increase Service Delivery maturity across the Managed Services portfolio
Align Service Delivery with Service Desk, Technical Services, Service Management and wider Managed Services functions
Control and document customer-specific requirements and service variations
Champion operational excellence, accountability and a customer-first culture

Requirements

What you’ll need

Proven experience leading Service Delivery, Managed Services or IT Operations functions within a complex customer-facing environment
Strong leadership and people management skills
Experience developing, mentoring and coaching Service Delivery Managers
Demonstrable experience establishing governance frameworks, operational standards and service management best practices
Strong understanding of ITIL principles and service management methodologies
Experience managing senior customer relationships, service performance, escalations and commercial obligations
Strong analytical and reporting capabilities
Ability to translate operational data into meaningful business insights and actions
Track record of driving operational maturity, service excellence and transformational change
Excellent stakeholder management, communication and influencing skills
Ability to build credibility at all levels of an organisation

Benefits

Comp & perks

Competitive Salary
Personalised career development plan
Learning and development opportunities
Flexible work arrangements
Generous annual leave allowance
Enhanced family friendly benefits
Pension scheme
Private health schemes
Well-being schemes
Insurance schemes
Employee assistance programme
Discounted cash plan
Equal opportunities and support for reasonable adjustments during the hiring process