Service Delivery Director

Purpose of the Role

The Service Delivery Director is accountable for the performance, scalability and profitability of all Professional Services and Managed Services functions across the business, encompassing 13 revenue-generating service areas.

The role is responsible for ensuring that commercial growth is translated into high-quality, efficient and scalable service delivery. Working closely with the Executive Team, the Service Delivery Director will provide strategic leadership across delivery operations, driving operational excellence, resource optimisation, service quality and commercial performance.

The successful individual will ensure the business has the capability, capacity and delivery frameworks required to support continued growth, whilst maintaining exceptional customer outcomes, strong employee engagement and sustainable profitability. Success in the role will be measured through delivery performance, customer satisfaction, utilisation, margin improvement, operational maturity and contribution to EBITDA growth.

Key Responsibilities

Professional Services Leadership & Scalability

• Lead all implementation and advisory consulting delivery teams.
• Drive project profitability and team utilisation, maintaining utilisation targets of at least 70%.
• Enhance resource planning and forecasting to optimise delivery performance.
• Ensure teams have the support, training and development required to maximise performance, reduce bench time and deliver a positive employee experience.
• Develop scalable delivery models and operating frameworks that support business growth.
• Support organisational growth without proportional increases in delivery headcount.

Managed Services Leadership

• Own the operational performance of all recurring service functions.
• Improve SLA achievement and customer operational outcomes.
• Scale managed service delivery efficiently whilst maintaining service quality.
• Drive automation and operational maturity across managed service functions.

Delivery Enablement & Operational Excellence

• Own and continuously improve the delivery frameworks, governance standards and operational methodologies that underpin Professional Services and Managed Services delivery.
• Ensure delivery teams have the capability, tools and processes required to successfully deliver existing and emerging service offerings.
• Maintain delivery standards, accreditations and implementation capability required to support strategic partner relationships and vendor requirements.
• Drive the adoption of automation, AI-enabled delivery practices and operational efficiencies that enhance service quality, consistency and profitability.
• Own delivery governance, quality assurance and risk management processes across all delivery functions.
• Monitor delivery quality, and operational performance metrics, implementing continuous improvement initiatives where required.
• Support the successful operationalisation and scaling of new service offerings through appropriate delivery planning, governance and resource readiness.
• Reduce key-person dependency and improve organisational resilience through effective knowledge management, capability development and succession planning.

Commercial Leadership, Capacity & Organisational Development

• Own the commercial performance of all delivery functions, ensuring services operate profitably and contribute positively to EBITDA growth.
• Drive improvements in gross margin, revenue per consultant and overall delivery efficiency.
• Reduce delivery leakage, scope creep and operational inefficiencies through effective management controls and governance.
• Improve forecasting accuracy across revenue, utilisation, capacity and resource demand to support strategic decision-making.
• Own a forward-looking delivery capacity plan aligned to the commercial pipeline, ensuring the business can fulfil contracted and forecast revenue requirements without excessive reliance on subcontractor resources.
• Build leadership capability and succession depth across Professional Services and Managed Services functions.
• Create and maintain a high-performance culture focused on accountability, collaboration, customer outcomes and continuous improvement.
• Establish effective performance frameworks that drive consistency, execution and operational excellence across all delivery teams.

Essential Requirements

· Experience (ideally 3 years plus) leading PS & MS functions in a scaling services or SaaS-enabled services business – This is a must!

· Strong operational and commercial acumen

· Proven ability to scale delivery organisations

· Deep understanding of services economics

· Strong leadership and organisational design capability

· Experience operating in growth and/or PE-backed environments desirable

· Proactive and positive attitude.

· Excellent Microsoft Office skills, including Outlook, Word and Excel.

· Ability to maintain confidentiality and handle sensitive information appropriately.

Phase 3 Benefits & Perks

• Unlimited paid leave (subject to our Annual Leave Policy)
• Bi-annual salary & bonus reviews
• Fully flexible work schedule
• BUPA Dental Care plan
• Modern office in Manchester's Northern Quarter
• Access to Perkbox for regular employee discounts
• 24/7 access to virtual GP appointments via Doctor Care Anywhere
• Regular team events and social nights
• Development time and funding
• Regular gifts and perks from Phase 3 to reward outstanding achievements, new members to your family, house moves and big birthdays
• Access to home office equipment
• And many more!

Salary: £90,000 - £100,000 dependant on experience

Phase 3 is a Disability Confident employer and we endeavour to recruit from the widest possible pool of suitable candidates. The format of the interview will be - questions based on your experience and the requirements of the role. If you require any adjustments or special arrangements to be made to our application process on account of disability please let us know in advance.