HEAD OF SERVICE DELIVERY

️Hours: 35 hours per weekShift pattern: Monday - Friday 09:00-17:00 with on call responsibilitiesSalary: up to £80,000 per annum Location: Hybrid - New Milton

This role is a UK based role and any hybrid/remote work must also be within the UK.

Start Date : August 2025Appello Perks

• 25 days holiday plus Bank holidays
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends’ discounts on our services & products
• Private Medical Insurance - Family Cover
• Pension Scheme, up to 5% Company matched
• Free on-site parking
  
  

• Oversee daily IT operations and system monitoring.
• Ensure SOPs and runbooks are maintained and followed.
• Lead planned maintenance and change deployments.
  
  

• Own tools for real-time and historical service monitoring.
• Deliver dashboards and reports on service health.
• Maintain effective alerting and escalation processes.
  
  

• Act as escalation point for major incidents.
• Coordinate cross-functional responses to service issues.
• Drive root cause analysis and preventative actions.
  
  

• Define and manage SLAs and OLAs.
• Monitor performance and lead service reviews.
• Identify and implement service improvements.
  
  

• Ensure services meet availability targets.
• Analyse and reduce service interruptions.
• Identify and mitigate single points of failure.
  
  

• Forecast future capacity needs.
• Monitor system performance and resource usage.
• Plan upgrades and optimisations.
  
  

• Promote a culture of continuous improvement.
• Maintain a CSI register and track progress.
• Sponsor improvement initiatives across IT operations.
  
  

• Lead and mentor the service desk team.
• Identify training needs and support development.
• Manage staffing and workforce planning
• Provide clear purpose and direction to your team
• Engage the team in their work by giving regular feedback through 1-1s
• Manage and delegate day-to-day department tasks to ensure work is completed on time
• Develop team members through on the job training, feedback, identifying internal or external training courses
• Complete twice yearly PDR’s (performance development reviews) monitoring and reviewing performance and taking action when required
• Create a supportive, inclusive environment within the team
  
  

• 7 plus years of proven experience in IT service delivery leadership.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field
• Certifications: ITIL Foundation Certification is required (minimum requirement); additional ITIL Intermediate or Expert-level certifications are preferred.
• Experience managing teams and third-party suppliers.
• Deep understanding of SLA, availability, and capacity principles
• Strong analytical and decision-making skills
• Familiarity with monitoring and reporting tools
  
  

• Experience in health tech or critical service delivery
• Additional ITIL certification in Monitoring, Capacity Planning or Service Management Tools
• Knowledge of high-availability and disaster recovery design
• Working knowledge of cloud performance and scaling principles