Head of Service Delivery

Head of Delivery (SOW Consultancy)DefiniaCity of London, Hybrid Permanent, Full TimeDefinia, part of The IN Group, is on an ambitious journey to become a leading Technology Transformation Advisory and Delivery Partner. We work closely with clients to understand their technology agendas and help bring their strategies to life through capability, insight, and expert delivery. Our associate community is at the heart of how we operate, and we pride ourselves on building trusted, meaningful partnerships that drive real impact.The Head of Delivery is a critical leadership role designed to elevate Definia’s delivery function. You will lead a team responsible for ensuring that all deployed consultants, many of whom are not permanently employed, are delivering consistently, representing Definia professionally, and meeting contractual obligations and deliverables across multiple clients and sectors.This role is essential for improving how we track progress, manage deliverables, develop capability, and enhance the “Definia effect” with every consultant we place.Key ResponsibilitiesLeadership & Team DevelopmentLead and develop the Delivery & PMO team, raising capability from “good” to high-performing, coaching future leaders, and embedding disciplined delivery habits.Bring together currently overworked and dispersed delivery talent into one cohesive, aligned community.Create a culture of continuous improvement, accountability, and excellence.Delivery Management & AssuranceOversee delivery performance across all deployed consultants, ensuring projects stay on track, risks escalate early, and deliverables are met.Introduce stronger cadence (beyond current once-a-week meetings), better tooling, and clearer oversight to reduce manual effort and improve predictability.Implement structured delivery frameworks suitable for Agile, ERP, and transformation programmes.PMO ExcellenceSeparate and redefine the PMO function so it focuses on: tracking progress across projects and programmes, producing clear, accurate MI, reporting on dependencies, risks and delivery health, ensuring alignment between programme streams.Introduce best-practice reporting, dashboards and insights that help clients make better decisions.Client & Consultant Relationship OwnershipBuild deeper relationships with clients and consultants to enhance experience and retain our people.Manage and support consultants who represent Definia onsite, especially non-perm resource, to ensure quality and alignment to our standards.Operational Improvement & ProductisationTake a blank sheet of paper approach to improving operational processes, tooling, templates and delivery assets.Enabling GrowthWork closely with the Investigo sales engine, an incredible machine generating huge opportunity, and ensure Delivery can scale quickly and reliably.Support staffing augmentation work by aligning resource planning with delivery needs.Enable Definia to support major future expansion across Europe, UAE and USA.Who We Are Looking ForKey Attributes & ExperienceProven track record of leading Statement of Work or outcome-based consulting services, including end-to-end ownership of scope, delivery, milestones, and governance.Strong operational leadership capability, able to design and optimise delivery frameworks, methodologies, and internal processes aligned to quality, efficiency, and compliance.Commercially astute, comfortable managing P&L, forecasting resource demand, tracking delivery margins, and driving profitable growth across multiple accounts.Client-centric mindset, with experience managing senior stakeholders and ensuring services deliver measurable business outcomes.Expertise in resource management, including capacity planning, contractor/associate oversight, and aligning capability to project requirements.Confident leading cross-functional delivery teamsComfortable working in a fast-paced, evolving environment, with the resilience to lead through complexity and ambiguity.Leadership capability that inspires, coaches, and develops a high-performing delivery function.A continuous improvement mindset, with a focus on standardisation, repeatability, and service excellence.Knowledge of contract governance, SoW drafting/support, deliverables definition, SLAs/KPIs, and compliance obligations.Experience scaling delivery operations, whether through new technologies, systems, best practices, or innovative delivery approaches.DesirableBackground in consultancy, professional services, technology services, or talent solutions.Experience working with multiple brands or matrixed organisations.Familiarity with operational scaling, or global delivery models.Understanding of modern delivery toolsBenefitsWe offer the opportunity to be part of a purpose-driven, people-first organisation where your work directly contributes to meaningful transformation for our clients.You will join a supportive and ambitious culture built on humility, high performance, and doing the right thing.You will have the chance to work with a wide network of expert associates, shape impactful delivery environmentsContinue developing your skills through real-world experience and continuous learning.Wellbeing benefits: gym membership, mental health support, Vitality health, onsite Peloton and Pilates classesFinancial wellbeing through Bippit, auto enrolled pension scheme