Head of Service Delivery – Europe - TWE 43710 - twentyAI

Role Purpose

The Head of Service Delivery leads the regional technology function to deliver high-quality on-site technical support and oversee technology service operations across Europe. The role ensures that incidents and requests are managed efficiently, technology solutions align with organisational needs, and continuous improvement is embedded into service delivery practices. This leader drives performance, fosters collaboration, promotes innovation, and ensures best-in-class service for all users.

Key Responsibilities – Service Delivery & Operations Management

• Ensure incidents and service requests are logged, tracked, prioritised, and resolved within agreed service level agreements (SLAs), following ITIL-aligned processes.
• Oversee daily operations of the regional Technology & Data team, ensuring workload is effectively prioritised, managed, and monitored.
• Measure and analyse team performance using defined KPIs, reporting on progress and identifying areas for improvement.

Stakeholder Engagement & Requirements Management

• Collaborate with internal stakeholders to capture and formalise business requirements for new regional technology initiatives.
• Translate complex business needs into scalable, maintainable, and customer-focused technical solutions.
• Communicate technical concepts clearly to non-technical audiences and maintain strong relationships with regional and global partners.

Risk, Issue & Budget Management

• Identify, manage, and resolve risks, issues, and concerns raised by customers, suppliers, or internal partners.
• Oversee regional technology budgets, including planning, forecasting, monitoring, and optimisation of project and operational expenditures.

Technology Assurance & Continuity

• Ensure the continuity and performance of regional technology systems and services.
• Maintain high standards of data protection and information security, including robust backup and recovery practices.
• Ensure adherence to best practices and compliance standards.

Leadership & Continuous Improvement

• Lead, mentor, and develop high-performing teams, fostering a culture of inclusivity, learning, and professional development.
• Drive continuous improvement initiatives, encouraging experimentation, innovation, and service excellence across the region.

Person Specification – Experience & Expertise

• Proven experience leading and developing high-performing technology teams within professional services, legal, or comparable international environments.
• Strong background in technology service delivery, including incident management, request fulfilment, SLA governance, and service improvement.
• Demonstrated ability to translate complex business requirements into effective technical solutions.
• Extensive knowledge of ITIL processes and best practices; relevant certifications preferred.
• Solid project management experience, with a track record of delivering regional or multi-site technology initiatives.
• Strong financial acumen, with experience managing budgets for technology operations or projects.
• Deep understanding of information security, data protection, and backup technologies.

Skills & Attributes

• Excellent stakeholder management skills, with the ability to influence and communicate effectively across all levels.
• Agile approach to problem-solving and decision-making.
• Ability to foster innovation, continuous improvement, and learning within teams.
• Strong organisational, analytical, and prioritisation capabilities.
• Resilient, proactive, and committed to high-quality service delivery.