Service Delivery Director

Title: Service Delivery Director 

Location: East of England, with a requirement for on-site presence 

Division: Managed Services 

Reports to: Partnership Director 

Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services? 

Do you want to lead a team to achieve and maintain our delivery promises, ensuring strong client relationships and satisfaction?  

If so, we would love to hear from you! 

 

ABOUT US 

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data. 

 

OUR VALUES 

• Partnership: we become one team and family with organisations, helping them to navigate change and stay agile. 

• Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens. 

• Innovation: we bring together the right technologies and services to design solutions that work. 

• Passion: we are passionate about - and dedicated to - public services and improving people’s lives. 

 

THE ROLE 

Key responsibilities 

This is a high-impact opportunity for a Service Delivery Director to shape the work of a multi-country service delivery function, supporting an advanced and ambitious client. A vital role within Agilisys, you will lead a team of Service Delivery Managers (SDMs) and drive continuous service improvement, ensuring the delivery commitments align with Managed Services contractual obligations. 

Specific duties 

Depending on the project, you will need to be comfortable doing the following:  

• Being responsible and accountable for the full range of IT managed services delivered into Agilisys partnerships 

• Leading your Service Delivery Managers (SDMs) team across a portfolio of partnerships and accounts. 

• Supporting, leading, and involvement in transitioning new services from projects to Business as Usual (BAU) through liaison with Service Transition teams. 

• Ensuring effective operating process and procedure documentation is in place and maintained to ensure customer reporting is accurate whilst managing customer expectations. 

• Building relationships with major clients, promoting the various Agilisys services for growth, whilst ensuring quality and profitability are performed to agreed KPIs and SLAs. 

Opportunity 

This role is an excellent platform for experienced professionals to take their career to the next level. 

As the Service Delivery Director, you will have the opportunity to drive service consistency across customers and maintain an overall picture of the services under management for the client and how they interact with that service. You will also have the chance to stimulate & define requirements for additional services as part of an account development strategy. 

 

ABOUT YOU 

The ideal candidate is an experienced and resilient Service Delivery Director with a proven track record of consistently delivering results while embracing change and uncertainty. You possess a creative approach, strong attention to detail, and the ability to coach your team to achieve high expectations, ultimately driving excellent client experiences through your vision. Exceptional stakeholder management skills are crucial for success in this impactful role. 

The Ideal Candidate 

• Proven capability of leading SDMs within clients and complex service requirements, across leveraged service towers. 

• Demonstrable experience in delivering service excellence. 

• Deep understanding of the importance of ITIL Service Management process frameworks including but not limited to Incident, Change, Problem, and Major Incident Management. 

• Strong stakeholder and client engagement skills including expert knowledge of delivering IT (Information Technology) services to local government and private customers. 

 

WHAT WE CAN OFFER YOU: 

This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. 

Benefits include: 

• Enhanced Pension Scheme 

• Health Insurance 

• Life Assurance 

• Access to exclusive discounts and offers through the company’s “Perks at Work” scheme 

• 25 days annual leave (with the option to buy more) 

 

PROCESS 

Simply submit your CV. 

By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing talentacquisition@agilisys.co.uk – but please note that this means we will no longer consider you for the role you have applied for. 

We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent. 

Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.