Director, Service Delivery

Lead a high-performing Service Delivery organisation that delivers exceptional customer outcomes across a complex global technology portfolio.

We are seeking an experienced Director of Service Delivery to provide strategic and operational leadership for a large-scale Service Delivery function supporting customers across Europe. This role is focused on ensuring the successful delivery of networking, connectivity, and security solutions while creating a consistently outstanding customer experience. You will play a critical role in driving operational excellence, improving scalability, implementing automation, and leading teams that deliver measurable business and customer value.

About the Role

As Director, Service Delivery, you will lead teams responsible for delivering products and services to customers across the European sales division. You will develop and execute strategies that improve delivery performance, customer satisfaction, operational efficiency, and commercial outcomes. Working closely with peers and stakeholders across the business, you will ensure consistent customer experiences, strong governance, effective risk management, and the successful execution of service delivery programmes.

Key Responsibilities

• Lead and develop Service Delivery teams to achieve operational and customer service objectives.
• Drive a proactive and customer-focused approach to service delivery, ensuring customers receive maximum value from delivered services.
• Develop delivery strategies that are efficient, scalable, and aligned to business goals.
• Design and implement service delivery models that enhance the customer experience.
• Drive automation initiatives, including the use of AI, Machine Learning, and RPA technologies to improve efficiency and reduce manual intervention.
• Minimise commercial risk across projects and programmes through effective governance and operational controls.
• Partner with Service Delivery leaders to ensure consistent processes, systems, and customer experiences across regions.
• Ensure effective management of project planning, change management, scope control, and risk management activities.
• Maintain clear escalation paths and ensure services are delivered on time and within agreed scope.
• Build strong relationships with customers and stakeholders while supporting complex escalations and business-critical delivery activities.

What We're Looking For

Essential Experience

• Leadership experience managing large-scale teams.
• 5 - 10 years’ experience in the IT industry with 5 years management experience.
• 5 years’ experience working with an international customer base and personnel.
• 5 years’ experience with connectivity services and SDWAN/security (Minimum 2 years).
• Proven leadership and management skills with direct experience of Service Delivery.
• Demonstrated ability to perform effectively under pressure, making informed decisions and managing escalations appropriately.
• Proven senior-level customer engagement and escalation management experience.
• Ability to motivate teams and build effective cross-functional relationships across global organisations.
• Proven knowledge of process improvement and automation within delivery and operational environments.
• Demonstrated success driving positive change through continuous process improvement initiatives.
• Experience developing, implementing, and managing Key Performance Indicators (KPIs).
• Proven experience of remote leadership and organisational change management.
• Strong understanding of project management practices and delivery governance.
• Proven cost management responsibility.
• Experience working with AI, Machine Learning (ML), and Robotic Process Automation (RPA) initiatives.
• Experience in Telecommunications, Technology, or complex B2B services environments.

Hours / Travel / Shift

Normal Office Hours. Remote with flexibility to travel as and when required for customer/team meetings.