Head of Service Delivery & Operations - PMO, Service Desk, SaaS

About this job

Head of Service Delivery & Operations - PMO, Service Desk, SaaS

£85,000 - £95,000 + Bonus + Benefits
Nottingham - Hybrid

Applause IT are collaborating with a UK tech company operating in secure government and critical national infrastructure environments, who are going through a transformation in how they deliver and support their software. Accompanying products that are deployed on-prem, they're implementing modern SaaS solutions delivered into secure public and private cloud environments. That creates the opportunity for a Head of Service Delivery who can take them forward.

This is a role with real ownership. Work in a business that can make decisions quickly but are large enough to have meaningful impact and backed by customers whose missions genuinely matter.

The Role

You'll take responsibility for project delivery, service delivery and support, bringing these areas together into a consistent, proactive and customer-focused operation. The support function will evolve into a more embedded service capability - one that stays close to customers, understands how their needs change, and adapts the service model in line with product evolution.

As the Head of Service Delivery and Operations you will:

• Lead and develop the PMO, Service Delivery and Support teams
• Shape and embed delivery frameworks, service processes and operating rhythms
• Improve how the organisation manages change, scope, risk and customer expectations
• Introduce a more proactive, relationship-driven service approach (not just ticket resolution)
• Ensure successful delivery of cloud-based SaaS services into secure environments
• Play a key role in strategic planning and how services scale as the customer base grows

This isn't stepping into something already polished. It's building and maturing. You'll have room to shape how delivery works, how the service team operates, and how the organisation engages with customers.

What You'll Bring

• Experience leading service delivery / operations within a software or cloud-based environment
• Understanding of SaaS delivery principles and secure private/public cloud platforms
• Background in service management and building or maturing service functions
• Ability to support and coach delivery teams to handle complex customer conversations and change control
• Comfortable working across the business - product, engineering, support, commercial, senior leadership

Not essential, but helpful:

• Experience in defence, national security or other highly regulated environments
• Experience standing up or scaling service operations from early stage

Why This Is Interesting

• Genuine ownership - no layers of corporate red tape
• Freedom to influence strategy, decisions and direction
• Work that directly supports organisations delivering nationally important missions
• A company mid-transformation. You'll shape what "good" looks like going forward

Head of Software Delivery & Service Operations - PMO, Service Desk, SaaS - £85,000 - £95,000 + Bonus + Benefits
Nottingham, Hybrid