Head of Service Delivery

* About this job
Head of Service Delivery is accountable for the end-to-end IT service experience across all campuses, ensuring reliable, high-quality, and user-centered services that directly support teaching, learning, and school operations.
This role translates technology strategy into operational execution, owns service performance outcomes, and leads continuous improvement through data, governance, and strong stakeholder engagement.
* Scope of the role
The Head of Service Delivery is responsible for leading and standardizing IT service delivery across all campuses, ensuring a consistent, high-quality user experience while accommodating site-specific needs. The role spans operational service management, team leadership, governance, and stakeholder engagement.
This position owns end-to-end service delivery, including incident, request, and problem management, with accountability for service performance, SLA adherence, and risk mitigation. It provides functional leadership to campus IT teams, driving service standards, workforce capability, and a strong customer-focused culture.
The role also establishes service governance frameworks, ensures alignment with group technology standards, and drives continuous improvement based on data and feedback. In addition, it serves as the primary escalation point for operational IT issues, maintains strong relationships with school and corporate stakeholders, and oversees vendor performance to ensure reliable and effective service delivery.
* Key Responsibilities
- Service Delivery and Operations
+ Own end to end IT service delivery across campuses, including incident, request, and problem management
+ Ensure consistent service experience across all sites while allowing for campus specific needs
+ Define and monitor service SLAs and performance indicators
+ Proactively identify service risks and implement mitigation actions
- Campus IT Leadership
+ Provide functional leadership to Campus IT Team Leaders
+ Embed customer focused behaviours and service standards within IT teams
+ Ensure campus IT teams actively monitor and maintain local network health and performance
+ Standardize network support practices across campuses
+ Support workforce planning, capability uplift, and performance management.
+ Ensure alignment between central IT and campus operations
- Local Network and Infrastructure Operations
+ Own the performance, availability, and reliability of LAN, WiFi, and internet connectivity across campuses
+ Ensure a consistent, high-quality network experience to support teaching, learning, and operations
+ Lead proactive monitoring and rapid response to network incidents
- Service Governance and Improvement
+ Establish and maintain IT service delivery frameworks, processes, and standards
+ Drive continuous service improvement based on metrics, feedback, and incident trends
+ Ensure alignment with group technology standards and governance
- Stakeholder Engagement
+ Act as the primary escalation point for operational IT issues
+ Partner with school leadership, academic teams, and corporate functions to align service delivery with business needs
+ Communicate service performance clearly to senior leadership
+ Align service delivery with educational and operational priorities
- Vendor and Partner Management
+ Oversee operational vendor performance and SLA adherence
+ Coordinate with procurement and group IT on service contracts and renewals
+ Escalate systemic issues to vendors and ensure resolution
- Internal contacts
+ Management Board, IT Team Leaders, and all users at each campus and the Head Office
- External contacts
+ External IT vendors and consultants
+ Providers of MS 365, Internet service, Meraki, Security auditing, and intergration solution from third parties.
- Additional duties
+ Perform other IT-related tasks as assigned.