Head of Service Delivery

Role Purpose

The post holder has accountability for driving the development and delivery of the Technical Support Services (TSS) model to support Digital and Technology services throughout the organisation, with a focus on digital services which are in the cloud. They will create the vision and design the target operating model for TSS, required capabilities and organisation design and what needs to be procured from suppliers for across the services. They will design a sustainable structure to deliver the needs of Digital Service Owners and Digital Delivery leads which will align to agreed digital and technical architecture. They will be responsible for highlighting issues and explaining the impact and risks associated with decisions within the TSS remit.

They will be accountable for the Service Ownership of TSS, the quality and provision across the portfolio of users. They will build effective relationships with internal service providers and external suppliers. They will be accountable and responsible for the service management of any TSS contracts and associated service delivery, ensuring that the expected benefits at award of contract are delivered and continuous improvement driven throughout the life of the contract. They will lead on what needs to be procured (requirements) and the overall procurement delivery through tender, contract award, transition to BAU, and ongoing contract management.

They will manage internal resources and third-party supplier services, and work within a complex stakeholder landscape including business service managers and development and application leads to meet identified needs: live services, infrastructure, applications, digital and delivery. This includes implementing business and cultural changes across the agency, introducing new processes and procedures, utilising traditional programme and project management approaches and will have a strong understanding of how to balance the need for a bimodal delivery model re ITIL processes vs dev ops outcomes and release on demand agile delivery.

They will be responsible for developing strong collaborative relationships between the organisation and Digital & Technology vendors, facilitating collaborative inter-vendor relationships. They will ensure commercial KPIs, contractual obligations and deliverables are managed / achieved and ensure good connections / collaboration with insourced service support teams with a client centric support approach across multiple locations.