Head of Service Delivery
Location: Central Belt Scotland (hybrid work set up 2/3 days in office)
Department: Support Team
Reports To: Global Head of Product
Position Type: Permanent
Are you experienced in service delivery and ready to take your career to the next level? We’re looking for a Head of Service Delivery or a senior service delivery/operations professional looking to step up – to lead and grow our delivery function across a hybrid technology estate, including a legacy on-prem SQL platform and a modern SaaS cloud platform.
In this role, you’ll ensure seamless, high-quality service for our customers, drive operational improvements, and help shape a high-performing team and scalable processes.
What You’ll Do
Support and help lead end to end service delivery, ensuring SLAs, KPIs, and customer expectations are met
Lead or grow a small/high-performing team, coaching and developing team members
Act as a point of escalation for service issues and major incidents
Build strong relationships with clients and deliver clear service reporting
Help standardise and improve operational processes, governance, and reporting dashboards
Work closely with Product, Engineering, Sales, and PMO to ensure connected delivery
What We’re Looking For
Essential -
Experience in service delivery, operations, or customer success within tech/SaaS
Experience managing SLAs, service contracts, or customer escalations
Strong communication, stakeholder management, and problem-solving skills
Commercial awareness and the ability to interpret operational data
Desirable -
Leadership or team management experience (even at a small or mid-level team)
Experience in regulated industries or ITIL/operational management frameworks
You Are -
Ready to step up into a leadership role
Customer-focused but commercially minded
Pragmatic, decisive, and adaptable under pressure
Motivated to drive improvements and take ownership
What We Offer -
Competitive salary + performance bonus
Hybrid working and flexible arrangements
Generous holiday allowance and birthday off
Private healthcare and pension scheme
Ongoing training and career development
Collaborative, inclusive, and supportive work environment
Company days out and complimentary parking
If you’re looking to take the next step in your service delivery career or are already leading teams and want to make a bigger impact, this role is for you.
For more information or a confidential discussion, please contact Carla McKenzie at Nine Twenty Recruitment.