Head of Global Service Delivery

Job Title:        Head of Global Service Delivery

Function:       Technology                 

Reports to:     CISO

Location:        Dublin              

_____________________________________________________________________

WHY THIS ROLE IS VALUABLE: 

The Head of Service Delivery is a senior, global leadership role responsible for defining, governing, and continuously improving the organisation’s IT service delivery operating model in line with ITIL 4 principles and the Service Value System. Working in close partnership with the CTO Leadership Team, the role ensures technology services consistently deliver value, reliability, and resilience, supporting business priorities across Europe, the United States, and a smaller presence in the Middle East and Africa.

The role provides end‑to‑end accountability for service management and service transition, acting as the bridge between programme delivery and Technology Service Operations to ensure new services progress smoothly through change, release, and transition into live operation. It establishes strong governance across core ITIL practices including Incident, Problem, Change, Release,

and Continual Improvement; driving performance through data‑led insights, KPIs, and service reporting. 

ServiceNow is a core strategic enabler, with the Head of Service Delivery acting as the platform owner accountable for its vision, roadmap, and value realisation. This includes standardising global processes, increasing automation and self‑service, improving data quality, and providing executive‑level visibility and control across the service lifecycle. Through leadership of globally distributed teams and strategic partners, the role underpins operational resilience, predictable service outcomes, and a consistently high‑quality end‑user experience at scale. 

KEY AREAS OF RESPONSIBILITY:

Global Service Delivery Leadership 

• Define, own, and continuously evolve the global IT service delivery strategy and operating model, aligned to business objectives and the CTO technology roadmap. 

• Establish a consistent, scalable service delivery framework across regions, while accommodating local regulatory, operational, and business requirements. 

• Ensure service delivery capabilities support enterprise transformation, growth, and operational resilience. 

ITIL 4 Service Management Governance 

• Provide end‑to‑end accountability for ITIL-4 aligned service management practices, including Incident, Major Incident, Problem, Change, Release, Service Transition, and Continual Improvement. 

• Embed strong governance, controls, and decision‑making forums (e.g. CAB, service reviews) to ensure predictable, high‑quality service outcomes. 

• Drive maturity of service processes using performance metrics, trend analysis, and continual improvement backlogs. 

Service Transition & Change‑to‑Run 

• Act as the owner for service transition and change‑to‑run, ensuring new systems, platforms, and services are operationally ready before go‑live. 

• Partner closely with PMO, Enterprise Architecture, Security, and Enterprise Applications teams to ensure services are designed for supportability, resilience, and long‑term sustainment. 

• Ensure seamless handover from project delivery into live operations with clear ownership, documentation, and support models. 

ServiceNow Platform Ownership 

• Act as enterprise ServiceNow Product Owner, accountable for platform vision, roadmap, prioritisation, and value realisation. 

• Ensure ServiceNow underpins standardised global processes, automation, workflow orchestration, reporting, and data quality across the service lifecycle. 

• Leverage ServiceNow insights and dashboards to provide executive‑level visibility into service performance, risk, and improvement opportunities. 

Global Team & Partner Leadership 

• Lead and develop globally distributed service delivery teams across Europe and the United States. 

• Set clear expectations, accountability, and performance standards across internal teams and managed service providers. 

• Foster a culture of operational excellence, collaboration, continuous improvement, and customer focus. 

Performance Management & Continuous Improvement 

• Define, monitor, and report global KPIs, SLAs, Experience Level Agreements (XLAs) (where applicable) and service health indicators. 

• Use data‑driven insights to proactively identify risks, eliminate recurring issues, and improve service stability and user experience. 

• Drive automation, self‑service, and standardisation initiatives to improve efficiency and reduce operational cost. 

Stakeholder & Executive Engagement 

• Operate as a trusted partner to the CTO Leadership Team, providing clear insight into service performance, risks, and priorities. 

• Build strong relationships with senior business leaders to ensure service delivery aligns with evolving business needs. 

• Communicate clearly and confidently with executive stakeholders during major incidents, service risks, and transformation milestones. 

Risk, Resilience & Compliance 

• Ensure service operations are resilient, well‑controlled, and compliant with security, regulatory, and internal governance requirements. 

• Identify and manage operational, supplier, and service continuity risks across the global estate. 

• Support audit and assurance activities through strong controls, documentation, and transparent reporting. 

KEY REQUIREMENTS: 

• A bachelor’s degree in information technology, Computer Science, or a related discipline desirable, with equivalent experience considered. 

• Senior leadership experience (10+ years) in IT Service Delivery, IT Operations, or Service Management within large, complex, global organisations. Experience in Food/Manufacturing Sector will be preferred but not mandatory. 

• Proven track record of building, leading, and scaling global service delivery organisations, including geographically distributed teams and managed service providers. 

• Demonstrated ability to operate at leadership level, influencing senior stakeholders and partnering effectively with CTO‑level leadership teams. 

• Deep, practical expertise in ITIL-4, including service governance, service transition, incident and major incident management, change and release, and continual improvement. 

• Significant experience as an enterprise ServiceNow owner or senior platform leader, with accountability for platform strategy, roadmap, prioritisation, and value realisation. Strong understanding of ServiceNow data models, CSDM, CMDB principles, dashboards, KPIs, and executive reporting. 

• Track record of successfully transitioning major programmes and platforms into stable operations, ensuring services are designed for resilience, supportability, and scale. 

• Strong commercial and vendor management capability, including SLA/KPI governance, performance management, and accountability across managed service providers.  

• Data‑driven leader with experience using service metrics and automation to improve reliability, customer experience, and operational efficiency.  

• Excellent communication, leadership, and crisis‑management skills, with the confidence to lead during major incidents and high‑impact service events. 

• Certifications:  

• ITIL 4 certification (Managing Professional / Strategic Leader preferred). 

• ServiceNow certifications or formal platform training highly desirable. 

CLOSING DATE APPLICANTS:  Tuesday 16th June