Head of Technology Service Delivery

Save the Children International has an exciting opportunity for a Head of Technology Service Delivery to join our global team.

Team and Job Purpose
 

The purpose of the team is to ensure effective, high-quality, and efficient technology service delivery that aligns with organisational goals. This includes developing strategic visions, monitoring performance, liaising with stakeholders, managing risks, and maintaining service documentation.

The purpose of a role is to ensure the strategic and operational effectiveness of technology service delivery within an organisation. This includes driving continuous improvement, leading and developing the team, ensuring service performance, facilitating communication with stakeholders, managing risks and compliance, and maintaining accurate service documentation to support organisational goals.

Job Title: Head of Technology Service Delivery

Reports To: Director of Technology Services

Work Pattern: Hybrid/Remote with flexible working options available 

Contract Length: Permanent

Grade: M4

Location: Any approved Save the Children International office location. For a full list of locations that Save the Children International can hire in, please visit: Hiring Locations

Time Zone (that the role holder must be available to work in): Europe, WCA, ESA, MENAEE Time Zones (UTC/GMT + / - 3 hours)

Right to Work: The successful candidate must possess the unrestricted right to work in their current or preferred location for the duration of employment. 

International Travel Requirements: Yes, up to 10% 

Budget Responsibility: None

People Management Responsibility: Number of people managed in total: Line Management: 2 direct reports;

Manager of a team: Yes

Team Manager (manager of multiple teams): No

Principle Accountabilities

• Develop and execute the strategic vision for technology service delivery, ensuring alignment with organisational goals and driving continuous improvement in service quality and efficiency.

• Lead and mentor the Technology Services delivery team, fostering a culture of excellence, professional growth, and inclusivity, ensuring all team members are equipped with the necessary skills and resources to deliver exceptional IT services.

• Monitor, analyse, and report on service delivery performance against defined SLAs and KPIs, implementing quality assurance processes and driving ITIL-based problem management to eliminate repeat issues and ensure root causes are addressed.

• Act as the primary liaison between IT and business stakeholders, ensuring effective communication in service reporting and maintaining a clear understanding of business needs to support organisational objectives.

• Oversee the identification and mitigation of risks related to technology services, ensuring compliance with relevant policies, regulations, and industry standards, and maintaining disaster recovery planning for all business-critical applications.

• Develop and maintain all service definitions, service catalogues, and work orders, partnering with the Technology Services Finance Business Partner to generate new work-orders and renewals, ensuring continuous alignment with organisational and stakeholder needs.

Experience and Skills

1. Experienced in developing and executing a forward-thinking strategic vision for technology service delivery whilst ensuring alignment with organisational goals and needs, and drive continuous improvement in service quality and efficiency.

2. Demonstrates strong leadership and mentoring to the Technology Services Delivery team, fostering a culture of excellence, professional growth, and inclusivity, ensuring all team members are equipped with necessary skills and resources.

3. Proficiency in IT Service Management (ITSM) principles and practices, with a strong emphasis on ITIL-based problem management with considerable experience in developing and maintaining service definitions, service catalogues, and work orders, partnering with finance teams to generate new work-orders and renewals.

4. Proficient in monitoring, analysing, and reporting on service delivery performance against defined SLAs, KPIs and implementing quality assurance processes.

5. Highly experienced in liaising between IT and business stakeholders, ensuring effective communication in service reporting with Commercial awareness of delivering services and cost modelling.

6. Well versed in the identification and mitigation of risks related to technology services.

7. Strong understanding of current and emerging technologies and their potential impact on service delivery with experience with cloud services, cybersecurity, and modern IT infrastructures being advantageous.

8. At least five years of experience in leading IT teams, managing IT service delivery, and implementing ITIL-based practices to drive service improvement.

Education and Qualifications 

Essential

• Awareness of ITIL Processes

Desirable

• All or another SCI core languages (French, Spanish Arabic)

Working at Save the Children International

Save the Children is the world's leading organisation for children, employing ~25,000 staff. We save children's lives. We fight for their rights. We help them fulfil their potential. Through our work in 116 countries, we put the most deprived and marginalised children first.

We know that great people make a great organisation, and that our employees play a crucial role in helping us achieve our ambitions for children. We value our people and offer a meaningful and rewarding career, along with a collaborative and inclusive environment where ambition, creativity, and integrity are highly valued.

The work here is challenging but is also immensely rewarding. At Save the Children, you will be in good company, working with talented, like-minded individuals who are determined to ensure that all children survive, learn, and are protected. Your contribution will help ensure children's voices are heard at the highest levels, and that we achieve our global strategy, Ambition for Children 2030, and reach every last child.

Diversity, Equity and Inclusion and Equal Opportunities

DEI is core to our vision, values and global strategy. Save the Children is committed to creating a truly diverse, equitable and inclusive organisation, and one which will support us in our vision to ensure every child attains the right to survival, protection, development, and participation.

We are committed to equal employment opportunities, regardless of gender, sexual orientation, race, colour, ethnic origin, nationality, disability, marital or civil partnership status, gender reassignment, pregnancy and maternity, caring or parental responsibilities, age, or beliefs and religion. We are committed to diversifying our staff to better represent the communities we serve and actively welcome underrepresented groups to apply.

Reasonable adjustments will be made should any candidate invited to interview require this.

Application Information

Please attach a copy of your CV and cover letter with your application. A full copy of the role profile can be found here via the job listing. It is recommended that you save a copy of the role profile as it will no longer be available after the advert closes.

Applications will be reviewed on a rolling basis and the job advert may be closed earlier than advertised subject to the volume of suitable applicants. Please submit your application at your earliest convenience to avoid disappointment.

Our recruitment process:

1. Application review by our recruiting team based on your CV and cover letter
2. Two-stage competency-based interviews with the hiring team
3. Some recruitment may include an additional assessment or case study stage, or a third stage interview
4. If successful, you will receive a conditional offer of employment, followed by your contract subject to passing background checks

We need to keep children and adults safe so our selection process includes rigorous background checks and reflects our commitment to the protection of children and adults from abuse. All employees are expected to carry out their duties in accordance with our Code of Conduct and all policies and procedures relating to Anti-harassment, Health and Safety, Safeguarding, and DEI and Equal Opportunities.

Save the Children does not charge a fee at any stage of the recruitment process.