Head of Digital Service Delivery

Role Purpose

The Head of Digital Service Delivery is accountable for the reliability, performance, scalability, and continuous evolution of all digital and technology services across the organization.

This role leads a modern, product-aligned, cloud-native service function designed to operate at the standards of leading global technology companies such as Atlassian and Meta.

The mandate is to design and operate a digital-first service delivery model that is automation-led, AI-enabled, DevOps-driven, and fully aligned to measurable business outcomes.

This is not a traditional IT operations role. It is a platform and reliability leadership role that ensures digital capabilities perform as resilient, high-velocity products serving both internal and external customers.

Key Accountabilities

1. Digital Reliability & Platform Performance

Own end-to-end service reliability across enterprise and customer-facing platforms

Define and govern Service Level Objectives (SLOs), experience metrics, and performance standards

Ensure real-time observability, monitoring, and telemetry across all critical systems

Drive automation-first incident detection, response, and remediation

Embed resilience, scalability, and security by design

Platforms include:

SAP S/4HANA and ERP ecosystems

CRM and customer engagement platforms

Property, community, and CAFM systems

Digital customer channels and data platforms

Cloud infrastructure, workplace technologies, and core enterprise services

2. Product-Led Service Operating Model

Embed service accountability within digital product teams

Implement DevOps and Site Reliability Engineering (SRE) practices

Enforce you build it, you run it ownership principles

Integrate service thinking into product roadmaps from inception

Transition from project-based delivery to lifecycle-based product operations

3. AI-Enabled Service Management

Implement AI-driven operations (AIOps) for predictive monitoring and incident prevention

Deploy intelligent service desk automation and virtual agents

Drive automation across change, release, and configuration management

Use analytics to continuously optimize performance, cost, and customer experience

4. Transformation & Transition Leadership

Own build-to-run transitions for major transformation programs

Lead cutover planning, hypercare, and stabilization strategies

Ensure operational readiness, runbooks, and monitoring frameworks are established before go-live

Drive data-driven post-launch optimization

5. Vendor & Partner Governance

Manage system integrators and managed service providers under outcome-based contracts

Establish clear performance scorecards and governance frameworks

Drive service cost transparency and optimization

Ensure partners operate within the organization's modern digital operating model

6. Service Excellence & Continuous Improvement

Promote a culture of accountability, transparency, and blameless postmortems

Continuously improve service performance through data and automation

Reduce manual effort through workflow orchestration and platform engineering

Position service delivery as a strategic enabler of business growth

Leadership & Team

Build and lead high-performing digital service teams including platform engineers, SREs, service product owners, and automation specialists

Develop capability in cloud-native operations, DevOps tooling, and AI-driven service management

Foster collaboration between business stakeholders, product teams, engineering, and operations.

Experience & Qualifications

12+ years experience in Digital / Technology delivery

Senior leadership experience in modern service delivery, DevOps, or platform engineering environments

Proven experience managing enterprise platforms (ERP, CRM, cloud ecosystems)

Strong vendor and commercial governance expertise

Demonstrated experience transforming legacy IT service models into product-led, automation-first operating models

Experience embedding AI and advanced analytics into service operations preferred

Success Measures

Improved service reliability and reduced mean time to recovery (MTTR)

Increased automation rates across incident and change management

Transparent SLO dashboards aligned to business KPIs

Seamless transition from transformation programs to stable operations

Measurable cost optimization without compromising performance