Head of Service Delivery

Gymshark
United Kingdom
Workplace: HybridFull timeFunction: Transportation & Fleet OperationsSkills: ["Leadership","Stakeholder management","Continuous improvement","Data-led service improvement","Resilience"]

Own the global service delivery strategy for technology services, translating Tech Operations direction into an end-to-end service delivery plan and operating model. Drive performance across service desk, ITSM and end-user compute teams using OKRs, SLAs/XLAs, dashboards and executive reporting. Lead managers and specialists, strengthen ITSM governance maturity, ensure operational readiness for new launches, and partner with Cybersecurity and infrastructure teams to improve risk, resilience, and scalability.

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Gymshark
Gymshark
6 hours ago

Head of Service Delivery

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Last checked: 1 hour agoStatus: Live

Job Summary

Own the global service delivery strategy for technology services, translating Tech Operations direction into an end-to-end service delivery plan and operating model. Drive performance across service desk, ITSM and end-user compute teams using OKRs, SLAs/XLAs, dashboards and executive reporting. Lead managers and specialists, strengthen ITSM governance maturity, ensure operational readiness for new launches, and partner with Cybersecurity and infrastructure teams to improve risk, resilience, and scalability.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Sr. Director level

Key Responsibilities

  • •Translate Tech Operations strategy into a Service Delivery plan, roadmap and operating model aligned to ITSM, Helpdesk and End User Compute priorities.
  • •Own end-to-end service delivery performance and service health across multiple teams, ensuring reliability, scalability and delivery at the right quality, pace and cost.
  • •Set and manage sub-function OKRs, service measures, SLAs/XLAs, operational dashboards, and executive reporting to communicate performance, risk and improvement actions.
  • •Lead managers, senior specialists and team leads across Service Desk, ITSM and EUC, setting expectations and holding leaders accountable for performance and impact.
  • •Own service governance and ITSM maturity, including incident, problem, request, change, knowledge, asset/configuration and service transition practices, plus major incident and escalation leadership.

Pay and Benefits

Perks:Health InsurancePensionDentalCycle ToTech SchemeGym MembershipLife AssuranceEv ChargeHoliday TradingEmployee Discount

Key Requirements

  • •Proven experience leading a Service Delivery, ITSM, Service Desk, EUC or Technology Operations sub-function in a complex, fast-paced organisation.
  • •Experience leading through managers and team leads, setting direction, building capability, holding leaders accountable, and developing succession pipelines.
  • •Strong understanding of ITSM frameworks and operational service management practices, with experience improving incident, problem, change, request, knowledge, asset/configuration, and service transition maturity.
  • •Ability to translate strategy into operating plans, OKRs, roadmaps, and measurable outcomes across multiple teams and workstreams.
  • •Commercial and financial awareness, including budget planning, supplier commercials, resource allocation, value tracking, and trade-off decisions.
Experience:Enterprise ITSMRetailInternational expansionHigh-growthTechnology operations
Skills:LeadershipStakeholder managementContinuous improvementData-led service improvementResilience
Certifications:ITIL FoundationITIL Managing Professional
Languages:English
Tech Stack:ITSMITILService DeskHelpdeskEUCEnd User ComputeSLAsXLAsDashboardsIncident managementProblem managementChange managementRequest managementKnowledge managementAsset managementConfiguration managementService transitionService catalogueAutomationSelf-service

Company Brief

Gymshark
Designs and sells performance-driven fitness apparel, accessories, and lifestyle products direct-to-consumer worldwide, built around a strong social media and community-driven brand presence.
Industry: Fashion & Apparel
Company Size: Large (251 to 1,000 employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Solihull, United Kingdom
Founded: 2012
WebsiteLinkedIn