Head of Service Delivery

OVERVIEW:

As Head of Service Delivery youll 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 youll 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 Gymsharks growth worldwide.

WHAT YOULL 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 Gymsharks 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 Gymsharks 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 YOULL 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

LOCATION:

Please note this is a hybrid role and requires the successful candidate to attend at least 3 days a week in GSIQ Solihull UK.

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. Were an equal opportunities employer and for us that means we always strive to be as inclusive as possible in all aspects of employment right from your application. Were committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If youd like to request a reasonable adjustment please email .

ABOUT US.

Were here to unite the conditioning community. We believe that putting the sweat in today prepares us for tomorrow. So we give people the tools they need to reach further go faster be stronger. We celebrate those who show up for themselves to be their physical or mental best whatever that means for them. Its what we want for our community and our team. A team thats growing rapidly around the world. A collective of talented individuals working together to invent Gymsharks future. Our plans are ambitious and were looking for people who want to join us for the ride our growth will be your growth.

THE PERKS.

Standard benefits include:

• Performance-based Bonus opportunity
• Funded Healthcare benefit
• 25 days holiday additional day for your birthday & Bank Holidays
• Contributory Employer pension scheme
• Flexible benefits programme including salary sacrifice EV scheme dental insurance cycle to work tech scheme holiday trading
• Gymshark Employee Discount & long service awards
• Access to High Street cashback and discounts
• Financial Physical and Mental Wellbeing Support
• Enhanced Family Leave package
• Life Assurance

Office location specific benefits include (IQ):

• Gym Membership to The Lifting Club (LC)
• Onsite lunch provision & coffee bars
• EV charge points available

Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.