Service Delivery Director
Information Technology, Birmingham
Service Delivery Director
Information Technology, Birmingham

What you'll be doing:

Location: Birmingham (Hybrid working, 2 days from the office)
As a Service Delivery Director, you'll be responsible of managing and delivering managed services to one of our large and high-profile clients in accordance with the agreed contractual terms and specified SLAs. Additionally, you'll drive continuous improvement and innovation. The Service Delivery Director has a detailed understanding of service management processes and structures, leading the combined operation of a leveraged ITIL4 aligned service operations team and technical teams from multiple service lines and third parties to ensure accountability and achieve high-quality service. Reporting to the Head of Service Delivery Management, you will work closely with the Industry Delivery Director, Client Partners, the client’s service management team, senior stakeholders from client and third parties. As part of your role, you will sponsor the development of new best practice processes and tools, supporting the advancement of our Service Delivery Management function and help performance and career development of a small team of Senior Service Delivery Managers.

What experience you'll bring:

  • Working as a Service Delivery Director with experience in highly structured ITIL-aligned service operations.
  • Extensive experience in delivering contracts, managing contract changes, and recognizing the boundaries between ‘BAU’ and ‘Project Work’, as well as managing project financials.
  • Excellent written and verbal communication skills, with an ability to tailor messages to suit the audience from client CxO level and internal senior stakeholders, through service management operations to technical resources.
  • High-level understanding of a full stack of enterprise-grade application architecture, workplace infrastructure, cloud, and security technologies.
  • Ability to work with a diverse group of technically experienced resources, demonstrating experience in negotiating outcomes within the workplace and with clients.
  • Having innovative ideas and a continuous improvement mindset to enhance the Service Delivery Management community through the implementation of new processes, practices, and cultures.

Nice to Have:

  • Experience in IT Services and Business Consultancy companies as a Service Delivery Director.
  • ITILv3 certification up to the Expert level or ITIL4 certification up to the Master level.
  • Experience of working in an onshore-offshore model.
  • Demonstrating upselling and cross-selling abilities.

Who we are:

We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.

For more information on Diversity, Equity and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA

what we'll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

For more information on NTT DATA UK & Ireland please click here: Global IT Services Provider & Consultant | NTT DATA

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a Disability Confident Committed Employer - we want to see every candidate performing at their best throughout the job application and interview process, if you require any reasonable adjustments during the recruitment process, please let us know and we look forward to hearing from you.

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Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.


“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Fernando Apezteguia, CEO, NTT DATA UK

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