Head of Global Service Delivery

Job Title: Head of Global Service Delivery

Function: Technology

Reports to: CISO

Location: Dublin

WHY THIS ROLE IS VALUABLE:

The Head of Service Delivery is a senior global leadership role responsible for defining governing and continuously improving the organisations IT service delivery operating model in line withITIL 4 principles and the Service Value System. Working in close partnership with theCTO Leadership Team the role ensures technology services consistently delivervalue reliability and resilience supporting business priorities across Europe the United States and a smaller presence in the Middle East and Africa.

The role provides endtoend accountability forservice management and service transition acting as the bridge between programme delivery and TechnologyServiceOperations to ensure new services progress smoothly throughchange release and transition into live operation. Itestablishesstrong governance across core ITILpractices including Incident Problem Change Release

and Continual Improvement;driving performance through dataled insights KPIs and service reporting.

ServiceNow is a core strategic enabler with the Head of Service Delivery acting as the platform owner accountable for its vision roadmap and value realisation. This includes standardising global processes increasing automation and selfservice improving data quality and providing executivelevel visibility and control across the service lifecycle. Through leadership of globally distributed teams and strategic partners the role underpins operational resilience predictable service outcomes and a consistently highquality enduser experience at scale.

KEY AREAS OF RESPONSIBILITY:

Global Service Delivery Leadership

• Define own and continuously evolve the global IT service delivery strategy and operating model aligned to businessobjectivesand the CTO technology roadmap.

• Establish a consistent scalable service delivery framework across regions while accommodating local regulatory operational and business requirements.

• Ensure service delivery capabilities support enterprise transformation growth and operational resilience.

ITIL 4 Service Management Governance

• Provideendtoendaccountability for ITIL-4aligned service management practices including Incident Major Incident Problem Change Release Service Transition and Continual Improvement.

• Embed strong governance controls anddecisionmakingforums (e.g. CAB service reviews) to ensure predictablehighqualityservice outcomes.

• Drive maturity of service processes using performance metrics trend analysis and continual improvement backlogs.

Service Transition &ChangetoRun

• Act as the owner for service transition andchangetorun ensuring new systems platforms and services are operationally ready beforegolive.

• Partner closely withPMOEnterprise ArchitectureSecurity andEnterpriseApplicationsteams to ensure services are designed for supportability resilience andlongtermsustainment.

• Ensure seamless handover from project delivery into live operations with clear ownership documentation and support models.

ServiceNow Platform Ownership

• Act as enterprise ServiceNow Product Owner accountable for platform vision roadmap prioritisation and value realisation.

• Ensure ServiceNow underpins standardised global processes automation workflow orchestration reporting and data quality across the service lifecycle.

• Leverage ServiceNow insights and dashboards to provide executivelevel visibility into service performance risk and improvement opportunities.

Global Team & Partner Leadership

• Lead and develop globally distributed service delivery teams across Europeandthe United States.

• Set clear expectations accountability and performance standards across internal teams and managed service providers.

• Foster a culture of operational excellence collaboration continuous improvement and customer focus.

Performance Management & Continuous Improvement

• Definemonitor and report global KPIs SLAsExperience Level Agreements (XLAs)(where applicable) and service health indicators.

• Usedatadriveninsights to proactivelyidentifyriskseliminaterecurring issues and improve service stability and user experience.

• Drive automationselfservice and standardisation initiatives to improve efficiency and reduce operational cost.

Stakeholder & Executive Engagement

• Operate as a trusted partner to the CTO Leadership Teamprovidingclear insight into service performance risks and priorities.

• Build strong relationships with senior business leaders to ensure service delivery aligns with evolving business needs.

• Communicate clearly and confidently with executive stakeholders during major incidents service risks and transformation milestones.

Risk Resilience & Compliance

• Ensure service operations are resilientwellcontrolled and compliant with security regulatory and internal governance requirements.

• Identifyand manage operational supplier and service continuity risks across the global estate.

• Support audit and assurance activities through strong controls documentation and transparent reporting.

KEY REQUIREMENTS:

• Abachelors degree in information technology Computer Science or a related discipline desirable with equivalent experience considered.

• Senior leadership experience (10 years) in IT Service Delivery IT Operations or Service Management within large complex global in Food/Manufacturing Sector will be preferred but not mandatory.

• Proventrack recordofbuilding leading and scaling global service delivery organisations including geographically distributed teams and managed service providers.

• Demonstrated ability tooperateatleadershiplevel influencing senior stakeholders and partnering effectively with CTOlevel leadership teams.

• Deep practicalexpertiseinITIL-4 including service governance service transition incident and major incident management change and release and continual improvement.

• Significant experienceas anenterprise ServiceNow owner or senior platform leader with accountability for platform strategy roadmap prioritisation and value understanding of ServiceNow data modelsCSDMCMDB principles dashboards KPIs and executive reporting.

• Track recordof successfullytransitioning major programmes and platforms into stable operations ensuring services are designed for resilience supportability and scale.

• Strong commercial and vendor management capability includingSLA/KPI governance performance management and accountability across managed service providers.

• Datadrivenleader with experience usingservice metrics and automationto improve reliability customer experience and operational efficiency.

• Excellent communication leadership andcrisismanagementskills with the confidence to lead duringmajor incidents andhighimpactservice events.

• Certifications:

• ITIL 4 certification (Managing Professional / Strategic Leader preferred).

• ServiceNow certifications or formal platform training highly desirable.

CLOSING DATE APPLICANTS: Tuesday 16th June