Head of Service Delivery

Job Location


Type of Job



Excellent salary and bonus

Date Posted

12 Apr 2021

Lucent is currently hiring a Head of Service Delivery for a software consultancy that is rapidly scaling. Working across a range of sectors, they have had immense success in recent years and are going through a period of rapid expansion. As a result of this, they are looking for a Head of Service Delivery who will work closely with the CTO to help manage their team's technology function and career development in line with client objectives. This Head of Service Delivery role is a rare chance to join a scaling company with an impressive growth trajectory.

The opportunity

This role will be key to providing business growth by allocating resources to accounts, enhancing processes across the business as you develop a new operating model, and managing the talent capability within technology. The core elements of this role include creating and executing a new structure, frameworks and strategy that ensures they can:

  • Empower people by providing excellent skills and career development opportunities

  • Maintain and build upon their high standards of service delivery to clients

  • Consistently provide excellent capability as they grow.

The Head of Service Delivery is a varied role that has influence internally, externally and across the business; responsibilities will include:

  • Re-engineering the current service delivery operating model to support scale and ensure a best-in-class customer experience.

  • Developing an integrated service delivery organisation and providing leadership, including planning, coaching, recruitment, performance development and mentoring.

  • Building upon, creating, and shaping robust delivery methodologies that are enterprise-strength.

  • Accountability for relevant financials (budget, P&L) and maximising return on investment from investments in people and capabilities.

  • Actively contributing to the strategic direction of the technology delivery function.

  • Ensuring that resources for all customer engagements are delivered on time and meet the capability requirements of each assignment.

  • Developing appropriate KPIs to monitor internal and external effectiveness across all delivery disciplines. Collaborating with account and sales teams to ensure the value proposition of services are positioned appropriately with the customer.

About you

  • You'll have worked in the technology consultancy or services sector and be highly experienced at organising software development at scale in professional services across multiple major accounts. You will have developed a depth of understanding and knowledge around client relationships, utilisation, margins, resource management, product management, and agile project management throughout this experience.

  • You'll have worked in a technology business that has scaled and been skilled in managing change and anticipating a fast-growing company's challenges.

  • A senior manager, you'll be confident managing people, process, culture and relationships. You'll work with empathy, and inspire people to develop their skills and careers.

  • You must understand developers and their skills, so ideally, part of your career will have been as a software developer. You'll maintain an appreciation of the latest digital technologies and their application from a business perspective.

  • You'll have excellent communication, organisation, commercial and interpersonal skills and adhere to the highest ethical standards.

  • Ideally, you will be located in Central Scotland or London.


  • Competitive salary and bonus

  • Pension

  • 32 days holiday per year

  • Healthcare

  • Flexible working

  • Additional benefits

Lucent has been retained to complete a search process for this role.

Please send your CV as soon as possible.

To Find Out More Contact

Rebecca Hastings

07564 444 680