About the Role:
Bellshill sits at the heart of Scotland’s central business corridor, and at Vosa Technology Solutions Ltd, we help organisations keep their technology services reliable, efficient and ready to grow.
We provide managed technology services, operational support and business systems solutions to clients across a range of industries. We believe strong service delivery is built through clear processes, accountable leadership and trusted client relationships.
We are looking for a Head of Service Delivery who can take ownership of our client service operations. You will lead service delivery teams, improve performance standards and ensure our clients receive consistent, responsive and high quality support.
You will work closely with senior management, technical teams and key clients to align operational delivery with commercial goals. You will also play an important role in developing managers, improving internal processes and supporting the continued growth of the business.
Why Work With Us?
The Environment:
Our Bellshill location offers convenient access to Glasgow, Edinburgh and the wider Central Belt. You will join a professional and collaborative workplace where leadership, communication and practical decision making are valued.
Leadership Influence:
This is a senior role with direct input into operational planning, service strategy and business performance. You will work closely with the leadership team and contribute to decisions that shape the company’s future.
Client Impact:
You will have the opportunity to improve service delivery across major client accounts, strengthen long term partnerships and introduce processes that create measurable results.
Professional Growth:
We support continuous development through leadership training, industry events and opportunities to expand your responsibilities as the company grows.
Key Responsibilities:
Service Delivery Leadership:
Lead the overall delivery of managed services and operational support across multiple client accounts. Ensure service commitments, performance targets and contractual standards are consistently achieved.
Team Management:
Lead and develop service managers, team leaders and operational staff. Set clear expectations, conduct performance reviews and create development plans that strengthen team capability.
Client Relationship Management:
Build trusted relationships with senior client stakeholders. Lead service reviews, address escalations and ensure client concerns are resolved professionally and efficiently.
Performance Management:
Monitor service levels, response times, customer satisfaction and operational performance. Use reporting and data analysis to identify risks, trends and improvement opportunities.
Process Improvement:
Review existing workflows and introduce practical improvements that increase efficiency, service quality and accountability across the organisation.
Commercial Support:
Work with commercial and account management teams to support contract renewals, service proposals, cost reviews and new business opportunities.
Risk and Governance:
Ensure service delivery activities follow internal policies, contractual obligations and relevant compliance requirements. Maintain accurate records and support internal and client audits when required.
Strategic Planning:
Contribute to annual planning, resource forecasting and service expansion initiatives. Help the company prepare for growth while maintaining service quality.
What We Are Looking For:
Experience:
At least 7 years of experience in service delivery, managed services, technology operations or a related field, including a minimum of 3 years in a senior leadership role.
Leadership:
Demonstrated experience leading managers and multi functional service teams. You should be comfortable setting standards, managing performance and supporting organisational change.
Client Management:
Strong experience working with senior client stakeholders, managing escalations and leading formal service review meetings.
Commercial Awareness:
A good understanding of contracts, service level agreements, operational budgets and the commercial impact of service delivery decisions.
Communication:
Excellent written and verbal communication skills. You should be confident presenting performance results, explaining operational issues and influencing senior stakeholders.
Problem Solving:
A structured and practical approach to complex problems. You can assess priorities, make informed decisions and remain calm during service disruptions or client escalations.
Technical Understanding:
A good working knowledge of managed IT services, service desk operations, infrastructure support, business systems or technology enabled service environments.
Pay: £44,000.00-£72,000.00 per month
Benefits:
- Company car
- On-site parking
- Private medical insurance
Work Location: In person
