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 TechnologyServiceOperations to ensure new services progress smoothly through
change, release, and transition into live operation
.
Itestablishesstrong governance across core ITILpractices 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 businessobjectivesand 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.
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 Application 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.
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:
Abachelor'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.
Proventrack recordof
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, practicalexpertisein
ITIL-4
, including service governance, service transition, incident and major incident management, change and release, and continual improvement.
Significant experienceas 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 recordof 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-drivenleader with experience using
service metrics and automation
to improve reliability, customer experience, and operational efficiency.
Excellent communication, leadership, and
crisis-managementskills
, 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
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