Careers at Commercial

Head of Service Delivery



Closing Date






Available on request

Working Hours

Full-Time 37.5 hours per week


As Head of Service Delivery, you will manage not only our internal Service Delivery Team but also be the direct line manager for our outsourced Network Managers who operate out of our customers’ premises. This role will require extensive travel across all our Managed Services sites, primarily based across the South West.

We want you to...

  • Be responsible for owning, developing and delivering a robust and secure core Managed IT service to our client base
  • Promote and measure continuous service delivery, improve where needed and integrate by monitoring and ensuring change control and SLAs and contractual obligations are met across all client contracts
  • Lead and Drive the Service Delivery Team alongside service changes and service improvements
  • Build trusted client relationships with key stakeholders
  • Manage and schedule resources across all managed service customers to maintain service quality
  • Create, develop and present client documents
  • Conduct face to face service review meetings with service sponsors and stakeholders
  • Review Disaster Recovery and Business Continuity provision to ensure such services are fit for purpose
  • Review incidents and service requests ensuring the highest quality standards are maintained
  • Work with business development teams and wider service delivery teams to identify new opportunities

You have got...

  • Experience in a Senior IT Service Management
  • Strong knowledge of technology and infrastructure services and frameworks of pro-active IT service management & delivery
  • Experience of defining and delivering transparent services with clearly defined service metrics
  • Experience of working with and influencing stakeholders
  • Excellent communication skills, both written and verbal
  • An understanding of key service principles such as ITIL, Prince2, as well as industry best practice
  • Experience of security best practice and regulatory standards such as ISO27001, 09001, GDPR etc
  • Experience of defining, managing and delivering commercial contracts
  • Experiencing of aligning business requirements and objectives against service deliverables

Why Commercial..?

  • Competitive salary
  • We all get a generous holiday allowance of 25 days plus bank holidays which increases with length of service
  • Company car, laptop and mobile phone
  • A variety of training & Development programmes tailored to you
  • Earn extra money if we hire your friends or family with our employee referral programme
  • Want to get healthy? We have free fruit delivered for all staff! And our state of the art coffee machine will be sure to set you up for the day
  • Looking for a little extra? You could get a day off for doing charity work and you might even get a treat on your birthday and work anniversary!
  • A range of team and social events
  • Cycle to work scheme, pension contributions, Employee support programme, Flexi time scheme and more