Head of Service Delivery

Job Title: Head of Service Delivery

Location: The Meadows, Camberley (Hybrid)

Brand: LRG

Salary: Competitive Salary Package

About Us:

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

Job Summary and key responsibilities

The Service Delivery Manager (SDM) is responsible for the end-to-end performance, governance, and continuous improvement of IT service delivery across LRG, ensuring that all internal teams and third-party suppliers deliver services in line with agreed SLAs, KPIs, and contractual obligations.

This role provides a single point of accountability for service performance, supplier management, and operational governance.

The SDM will ensure LRG maintains control of its service environment, rather than relying on supplier-led governance structures. This aligns with LRG’s requirement for strong service leadership, performance reporting, and continuous improvement ownership.

Key Responsibilities:

Service Governance & Performance

• Own and manage service performance across all IT suppliers and internal teams

• Ensure delivery against agreed SLAs and KPIs

• Lead:

  • Monthly Service Reviews
  • Quarterly Service Reviews
  • Operational governance forums

• Ensure all reporting meets LRG’s requirements (service, performance, financial, and operational)

Supplier & Contract Management

• Act as the primary point of accountability for third-party service providers

• Hold suppliers accountable for:

  • Contractual delivery
  • Service levels
  • Continuous improvement commitments

• Manage supplier escalations and dispute resolution

• Monitor service credits, penalties, and commercial alignment

Reporting & Service Insight

• Deliver and continuously improve service reporting and dashboards, including:

  • Incident and request trends
  • SLA performance
  • Demand patterns
  • Escalations and root cause themes

• Provide actionable insight and recommendations to senior leadership

• Ensure reporting drives decision-making and service optimisation

Reporting & Service Insight

• Deliver and continuously improve service reporting and dashboards, including:

  • Incident and request trends
  • SLA performance
  • Demand patterns
  • Escalations and root cause themes

• Provide actionable insight and recommendations to senior leadership

• Ensure reporting drives decision-making and service optimisation

Operational Alignment & Integration

• Act as the bridge between IT operations, infrastructure, EUC, and suppliers

• Ensure end-to-end service delivery, not siloed tower delivery

• Support implementation of:

  • Single front door service model
  • Unified ticketing and service catalogue

• Align services across multiple business units and suppliers

Risk, Issue & Escalation Management

• Own and manage service-related risks and issues
• Lead major incident and escalation governance
• Ensure root cause identification and preventative actions

Stakeholder Engagement

• Build strong relationships with:

  • Internal stakeholders (Technology, Operations, Business Units)
  • External suppliers and partners

• Provide clear, structured communication to:

  • Senior leadership (including CTO)
  • Operational teams

What are we looking for:

• Proven experience in Service Delivery Management (ITIL-aligned environment)

• Strong experience managing third-party suppliers and contracts

• Demonstrable experience in:

  • SLA/KPI management
  • Service reporting and governance
  • Incident and escalation management

• Strong stakeholder management at operational and executive level

What we can offer you:

• Proven track record for career growth and advancement within the company
• Market leading training and ongoing professional development
• Supportive and collaborative team environment

Benefits:

• Competitive Salary Package
• Quarterly and yearly awards
• Salary sacrifice pension scheme
• Generous Holiday allowance

LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.

LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.