Service Delivery Director

About the Role

Our client is undertaking a significant multi-year transformation programme to modernise supply chain capabilities and strengthen its digital core. This includes upgrading the ERP platform to SAP S/4 and building a new national greenfield distribution facility.

The Service Delivery Director will play a critical leadership role in ensuring the smooth transition of technology services from programme delivery into business-as-usual operations. Acting as the primary liaison between programme teams and Technology Operations, this individual will oversee handover processes, governance, and service excellence, ensuring that solutions are embedded effectively into the organisation.

Beyond the programme, the Service Delivery Director will lead the design and maturity of a global Service Delivery function, covering people, processes, and technology. This role requires strong experience across IT domains including infrastructure, security, architecture, and applications as well as the ability to lead cross-functional teams and partner ecosystems.

Key Responsibilities

• Oversee the end-to-end service handover process across multiple technology partners, ensuring adherence to timelines and service quality.

• Develop and implement a strategic vision for service delivery aligned with long-term organisational objectives.

• Design and embed a service delivery framework, incorporating best practices, methodologies, and consistent processes.

• Build strong relationships with internal teams, external providers, and senior stakeholders to ensure effective collaboration.

• Drive continuous improvement by analysing performance data, identifying enhancements, and leveraging innovation in methodologies and tooling.

• Lead, develop, and mentor the service delivery team, fostering a culture of excellence and accountability.

• Establish governance structures to support service management (including Agile, DevOps, and ITIL practices).

• Manage incident, problem, and change management processes for technology services.

• Oversee software delivery governance, release management, and communication of release schedules.

• Define and track key performance indicators (KPIs) and service level agreements (SLAs), presenting performance and improvement plans to stakeholders.

• Ensure risks are identified, managed, and mitigated, with compliance to industry standards and regulatory requirements.

Key Skills & Competencies

• Strategic Vision & Planning Ability to define and implement a long-term service delivery strategy.

• Stakeholder Engagement Strong communication and influencing skills across business and technical audiences.

• Leadership Experienced in building, leading, and developing high-performing teams.

• Continuous Improvement Skilled in embedding innovation and process optimisation.

• Risk & Compliance Knowledge of risk management frameworks and adherence to industry standards.

• Performance Management Proficiency in defining, monitoring, and reporting on KPIs and SLAs.

• Customer Orientation Proactive and service-focused approach to technology delivery.

• Analytical Skills Strong data analysis and problem-solving capabilities.

• Adaptability Ability to work effectively under pressure and in fast-changing environments.

• Financial Acumen Experience managing budgets and service delivery costs effectively.

Qualifications & Experience

• Bachelors degree in Computer Science, IT, Engineering, or related field.

• 10+ years of experience in Service Delivery Management, ideally supporting large-scale ERP programmes.

• Strong knowledge of SAP environments, including transport management, release cycles, and landscape strategies.

• Familiarity with ServiceNow or equivalent service management platforms.

• Proven experience in service delivery frameworks (ITIL, change management, release governance).

• Experience with automation tools for deployment and release management.

• Knowledge of CI/CD pipelines and associated automation tooling.

• Hands-on experience across multi-tier environments, with exposure to SAP S/4, SAP Rise, and Azure.

• Strong track record in vendor and stakeholder management.

• Demonstrated success in leading continuous improvement initiatives.