About this role
Job Title: Head of Service Delivery
Location: The Meadows, Camberley (Hybrid)
Brand: LRG
Salary: Competitive Salary Package
About Us:
LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.
Job Summary and key responsibilities
The Head of Service Delivery is responsible for the end-to-end performance, governance, and continuous improvement of IT service delivery across LRG, ensuring that all internal teams and third-party suppliers deliver services in line with agreed SLAs, KPIs, and contractual obligations.
This role provides a single point of accountability for service performance, supplier management, and operational governance.
The Head of Service Delivery will ensure LRG maintains control of its service environment, rather than relying on supplier-led governance structures. This aligns with LRG’s requirement for strong service leadership, performance reporting, and continuous improvement ownership.
Key Responsibilities:
Service Governance & Performance
Own and manage service performance across all IT suppliers and internal teams
Ensure delivery against agreed SLAs and KPIs
Lead:
Monthly Service Reviews
Quarterly Service Reviews
Operational governance forums
Ensure all reporting meets LRG’s requirements (service, performance, financial, and operational)
Supplier & Contract Management
Act as the primary point of accountability for third-party service providers
Hold suppliers accountable for:
Contractual delivery
Service levels
Continuous improvement commitments
Manage supplier escalations and dispute resolution
Monitor service credits, penalties, and commercial alignment
Reporting & Service Insight
Deliver and continuously improve service reporting and dashboards, including:
Incident and request trends
SLA performance
Demand patterns
Escalations and root cause themes
Provide actionable insight and recommendations to senior leadership
Ensure reporting drives decision-making and service optimisation
Operational Alignment & Integration
Act as the bridge between IT operations, infrastructure, EUC, and suppliers
Ensure end-to-end service delivery, not siloed tower delivery
Support implementation of:
Single front door service model
Unified ticketing and service catalogue
Align services across multiple business units and suppliers
Risk, Issue & Escalation Management
Own and manage service-related risks and issues
Lead major incident and escalation governance
Ensure root cause identification and preventative actions
Stakeholder Engagement
Build strong relationships with:
Internal stakeholders (Technology, Operations, Business Units)
External suppliers and partners
Provide clear, structured communication to:
Senior leadership (including CTO)
Operational teams
What are we looking for:
Proven experience in Service Delivery Management (ITIL-aligned environment)
Strong experience managing third-party suppliers and contracts
Demonstrable experience in:
SLA/KPI management
Service reporting and governance
Incident and escalation management
Strong stakeholder management at operational and executive level
What we can offer you:
Proven track record for career growth and advancement within the company
Market leading training and ongoing professional development
Supportive and collaborative team environment
Benefits:
Competitive Salary Package
Quarterly and yearly awards
Salary sacrifice pension scheme
Generous Holiday allowance
LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.
LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.