Defines the service delivery strategy and drives delivery capability across the IT organisation.
Entry
Expert
Coding
No coding
Key skills
Career overview
The Head of Service Delivery sets the service delivery strategy for the whole IT organisation: delivery model, provider strategy, SLA framework, talent development and the relationship with executive leadership. They own organisation-wide delivery performance. The role leads to IT operations manager, IT director or VP technology.
Main responsibilities
- Manage service delivery and providers
- Define strategy and steer long-term direction
- Align stakeholders and report progress
- Run steering committees and project rituals
- Own the technical roadmap of the perimeter
- Mentor junior team members and review their work
- Coordinate the technical work of the team
- Manage budget, scope and risks
- Coordinate with software vendors and third parties
- Prioritise work and manage competing demands
- Structure work, resources and governance
- Ensure delivery of products and programs
Technical skills
Technologies
Education level
Education requirements vary depending on the company, country and experience. Professional experience, certifications and technical skills can sometimes compensate for formal education.
High School / Bac
Less common
Bac+2 (2-year degree)
Less common
Bac+3 (Bachelor)
Less common
Bac+5 (Master / Engineering)
Common entry point
Experience & coding level
Experience level
Coding level
Useful certifications
Certifications are never mandatory. They are one way among others to prove a skill.
- ITIL 4 Strategist
- PgMP
- PfMP
- ITIL 4 Leader
Where can this career take you?
Multiple paths are possible. Click a role to open its profile.
Direct progression
Possible branches
Where can you go next?
Realistic next career moves, with compatibility and a transition roadmap for each.
Overlap: 50% · Difficulty: Medium
Skills to learn: SLA & KPI, ITIL, Budget
View roadmapWhere can you go from here?
A typical progression built from real career relationships. Click any role to open its profile.
Soft skills
- Strategic thinking
- Leadership
- Clear communication
- Negotiation
- Big-picture thinking
- Decisiveness
- Mentoring
Common previous careers
Roles that frequently lead into this career.
Overlap: 25% · Difficulty: Easy
Skills to learn: Delivery model design, Executive leadership, Provider strategy
View roadmapRelated resources
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Head of Service DeliveryIT Operations Manager
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