Head of Digital Service Delivery

Job Description

411_3386035

The Head of Digital Service Delivery is accountable for the reliability, performance, scalability, and continuous evolution of all digital and technology services across the organization.

This role leads a modern, product-aligned, cloud-native service function designed to operate at the standards of leading global technology companies such as Atlassian and Meta.

The mandate is to design and operate a digital-first service delivery model that is automation-led, AI-enabled, DevOps-driven, and fully aligned to measurable business outcomes.

This is not a traditional IT operations role. It is a platform and reliability leadership role that ensures digital capabilities perform as resilient, high-velocity products serving both internal and external customers.

Key Accountabilities

Digital Reliability & Platform Performance

• Own end-to-end service reliability across enterprise and customer-facing platforms
• Define and govern Service Level Objectives (SLOs), experience metrics, and performance standards
• Ensure real-time observability, monitoring, and telemetry across all critical systems
• Drive automation-first incident detection, response, and remediation
• Embed resilience, scalability, and security by design
• Platforms include:
  • SAP S/4HANA and ERP ecosystems
  • CRM and customer engagement platforms
  • Property, community, and CAFM systems
  • Digital customer channels and data platforms
  • Cloud infrastructure, workplace technologies, and core enterprise services

Product-Led Service Operating Model

• Embed service accountability within digital product teams
• Implement DevOps and Site Reliability Engineering (SRE) practices
• Enforce “you build it, you run it” ownership principles
• Integrate service thinking into product roadmaps from inception
• Transition from project-based delivery to lifecycle-based product operations

AI-Enabled Service Management

• Implement AI-driven operations (AIOps) for predictive monitoring and incident prevention
• Deploy intelligent service desk automation and virtual agents
• Drive automation across change, release, and configuration management
• Use analytics to continuously optimize performance, cost, and customer experience
• Own build-to-run transitions for major transformation programs
• Lead cutover planning, hypercare, and stabilization strategies
• Ensure operational readiness, runbooks, and monitoring frameworks are established before go-live
• Drive data-driven post-launch optimization
• Manage system integrators and managed service providers under outcome-based contracts
• Establish clear performance scorecards and governance frameworks
• Drive service cost transparency and optimization
• Ensure partners operate within the organization’s modern digital operating model

Service Excellence & Continuous Improvement

• Promote a culture of accountability, transparency, and blameless postmortems
• Continuously improve service performance through data and automation
• Reduce manual effort through workflow orchestration and platform engineering
• Position service delivery as a strategic enabler of business growth

Leadership & Team

• Build and lead high-performing digital service teams including platform engineers, SREs, service product owners, and automation specialists
• Develop capability in cloud-native operations, DevOps tooling, and AI-driven service management
• Foster collaboration between business stakeholders, product teams, engineering, and operations.

Experience & Qualifications

• 12+ years’ experience in Digital / Technology delivery
• Senior leadership experience in modern service delivery, DevOps, or platform engineering environments
• Strong vendor and commercial governance expertise
• Demonstrated experience transforming legacy IT service models into product-led, automation-first operating models
• Experience embedding AI and advanced analytics into service operations preferred

Success Measures

• Improved service reliability and reduced mean time to recovery (MTTR)
• Increased automation rates across incident and change management
• Transparent SLO dashboards aligned to business KPIs
• Seamless transition from transformation programs to stable operations
• Measurable cost optimization without compromising performance

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2026-04-12 08:57:58