Head of Service Delivery Management (Managed Services)

Location: Hybrid in Glasgow, Aberdeen, or London, United Kingdom

Company

hirify.global provides business technology solutions and managed services for the energy, public, and finance sectors, combining technology, specialist teams, and domain expertise.

What you will do

• Own and continuously evolve the Service Delivery operating model across the Managed Services portfolio.
• Establish and govern operational procedures, standards, controls, reporting practices, and service management forums.
• Lead, coach, and develop Service Delivery Managers while driving consistency and operational excellence.
• Provide senior leadership for service performance, customer escalations, major incidents, risks, and business-critical issues.
• Drive continual service improvement and increase Service Delivery maturity across customer accounts.
• Align Service Delivery with Service Desk, Technical Services, Service Management, and wider Managed Services functions.

Requirements

• Proven experience leading Service Delivery, Managed Services, or IT Operations in a complex customer-facing environment.
• Strong leadership and people management experience, including developing and mentoring Service Delivery Managers.
• 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, reporting, stakeholder management, communication, and influencing skills.

Culture & Benefits

• Personalised career development plans with learning and development opportunities.
• Flexible working arrangements to support work-life balance.
• Generous annual leave and enhanced family-friendly benefits.
• Pension scheme, private health and well-being benefits, insurance schemes, and an employee assistance programme.
• Inclusive workplace with equal opportunities and support for accessible hiring adjustments.