Head of Service Delivery – Service Management Full Time NEW

Head of Service Delivery

Location: We operate a flexible, hybrid working environment with the candidate required to travel to our London/Chalfont office up to twice a week.

Total Package

• 15% bonus
• 6% pension contribution
• Private Medical
• 25 days annual leave
• Access to our comprehensive flexible benefits including discounts on big brands, wellness and employee assistance programmes, gymflex, buy and sell annual leave, travel and dental insurance

Role Overview

Define and lead the organisation’s service vision and catalogue, owning the end‑to‑end processes, ways of working, and delivery outcomes. Drive the service management and design strategy, working in close partnership with Product to align service capabilities with the product roadmap. Lead and develop a high‑performing team, strengthen customer engagement, and ensure every service change and improvement delivers measurable customer and business value.

Key Responsibilities

• Recommend the service vision and roadmap, ensuring alignment with business goals and customer expectations.
• Design and implement the service portfolio, ensuring it is delivered on time, within budget, and to the required standard, including setting vendor relationships and service level agreements with internal parties to align with business requirements and customer expectations.
• Lead and execute initiatives to deliver the service vision, using structured methodology and data & insights to drive continuous improvement.
• Design and ensure that the service catalogue is up-to-date and accurately reflects Arqiva’s product and service offerings and meets service availability, capacity, contiunity, security and compliance requirements
• Lead a team of service strategy, assurance & design specialists, fostering a culture of excellence, innovation, and agility.
• Collaborate with other senior leaders to ensure alignment between service vision, roadmap, service delivery and other operational functions.
• Drive the adoption of agile and iterative service delivery processes, ensuring flexibility and responsiveness to customer needs.
• Input to departmental OPEX/CAPEX budgets and own delivery elements of operating plan
• Manage self & task: role model Arqiva’s culture goals with the team, building respect and credibility; set a high-performance bar and challenge the team to deliver sustainable results, by developing the skills and capabilities of the team and focusing on outcomes.
• Manage relationships & communications: connect, collaborate & lead communication transparently, balancing face to face and virtual, with own team and teams across the business to encourage cross-functional understanding, agreement and knowledge sharing.

Skills & Experience Required

• Extensive experience of setting/recommending service strategy or customer strategy or in setting a vision based on customer/operational insight in a related strategy field.
• Extensive experience of managing large-scale service design, mobilisation, delivery, onboarding, adoption projects.
• Extensive experience of leading complex projects and mentoring senior team members.

Desirable Qualifications

Minimum Salary £62,400 – Maximum salary £93,600

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