Head of Service Delivery

OVERVIEW:

As Head of Service Delivery, you'll shape and drive our global technology services strategy, ensuring exceptional service, seamless user experiences, and operational excellence across offices, retail, gyms, and expanding markets. Leading high-performing teams and strategic partners, you'll champion continuous improvement, service innovation, and resilience, while owning the operating model that keeps our technology secure, scalable, and aligned to business goals. This is a senior leadership role with the opportunity to influence how technology enables Gymshark's growth worldwide.

WHAT YOU'LL BE DOING:

Responsible for:

• Sub-function strategy and operating model: Translate the Tech Operations strategy into a clear Service Delivery plan, roadmap and operating model, aligning ITSM, Helpdesk, End User Compute and service experience priorities to Gymshark’s overall direction.
• End-to-end service accountability: Own service delivery performance across multiple teams and workstreams, ensuring services are reliable, measurable, scalable and delivered at the right quality, pace and cost.
• OKRs, metrics and executive reporting: Own sub-function OKRs, service health measures, SLAs, XLAs, operational dashboards and reporting that clearly show performance, risk, customer experience, trends and improvement actions.
• Leadership through managers: Lead and develop managers, senior specialists and team leads across Service Desk, ITSM and EUC, setting clear expectations and holding leaders accountable for performance, behaviour and impact.
• People, capability and succession: Build a high-performing and aligned leadership team, coach managers and senior contributors, develop future leaders, support progression and contribute to succession conversations across Tech.
• Budget, resource and capacity ownership: Own resource planning, workload prioritisation, tooling investment, supplier spend and budget inputs for the Service Delivery sub-function, making trade-off decisions based on value, risk and business priority. 
• Service governance and ITSM maturity: Own the ITSM roadmap and governance model, including incident, problem, request, change, knowledge, asset, configuration and service transition practices, ensuring standards are embedded and continuously improved.
• Operational readiness and change adoption: Ensure new stores, gyms, offices, platforms and technology changes transition smoothly into support with clear support models, training, ownership, knowledge, service acceptance criteria and hypercare plans.
• Risk, resilience and security: Work with Cybersecurity, Infrastructure, Systems and Business Systems teams to identify and mitigate service risks, strengthen controls, improve resilience and ensure operational processes protect systems, data and the user experience.
• Supplier and partner performance: Own senior supplier relationships for service delivery, support platforms, managed services and end-user services, ensuring commercial commitments, service quality and improvement plans are delivered.
• Cross-functional influence: Act as the senior Service Delivery partner to Tech leadership and business stakeholders, influencing priorities, resolving dependencies, removing blockers and ensuring service decisions support Gymshark-wide outcomes.
• Continuous improvement and automation: Use ITSM data, user insight and operational trends to identify systemic issues, simplify ways of working, improve self-service, drive automation and raise service standards across the function.
• Major incident and escalation leadership: Own the major incident and executive escalation model, ensuring clear command, communication, root cause follow-up and business impact management for high-priority service issues.
• Global support and scalability: Shape and continuously improve a global support model that supports Gymshark’s growth across offices, retail, gyms, pop-ups and international teams, including out-of-hours and 24/7 support requirements where needed.
• Functional contribution: Step beyond the immediate Service Delivery remit to support wider Tech Operations priorities, contribute to functional planning and raise the bar on operational excellence across Tech.

WHAT YOU'LL NEED:

Essential Criteria:

• Proven experience leading a Service Delivery, ITSM, Service Desk, EUC or Technology Operations sub-function in a complex, fast-paced organisation.
• Experience leading through managers, senior specialists and team leads, with the ability to set direction, build capability, hold leaders accountable and develop succession pipelines.
• Strong understanding of ITSM frameworks and operational service management practices, with demonstrable experience improving maturity across incident, problem, change, request, knowledge, asset/configuration and service transition.
• Ability to translate functional strategy into clear operating plans, OKRs, roadmaps and measurable outcomes across multiple teams and workstreams.
• Commercial and financial awareness, including budget planning, supplier commercials, resource allocation, value tracking and trade-off decision-making.
• Experience designing or improving global support models, including service readiness for new offices, retail stores, gyms, pop-ups, international expansion and out-of-hours support requirements.
• Strong stakeholder management and communication skills, with confidence influencing senior leaders, business partners, suppliers and cross-functional teams.
• Data-led service improvement mindset, using service metrics, user insight, root cause analysis and trend reporting to improve experience, reliability, cost and operational performance.
• Excellent judgement in ambiguous situations, balancing user experience, operational risk, business impact, cyber/security requirements and commercial context.
• Experience managing vendors, managed service providers and enterprise technology platforms against service, quality, contractual and improvement commitments.
• Proven ability to lead change, simplify processes, remove blockers and raise standards across a service organisation.
• High level of resilience, organisation and attention to detail, with the ability to manage high-impact operational escalations and maintain momentum under pressure.

Preferred Skills & Qualifications:

• ITIL Foundation, ITIL Managing Professional or equivalent service management certification.
• Experience with Enterprise IT Service Management, Endpoint Management, Identity, Collaboration and Service Experience platforms.
• Experience implementing automation, self-service, knowledge management, service catalogue or AI-enabled support capabilities.
• Project, programme or change management experience, such as Prince2, Agile, PMP or equivalent practical delivery experience.
• Experience operating in international, retail, consumer brand or high-growth technology environments.

CLOSING DATE: 25th September 2027