Head of Service Delivery

About the role

The Head of IT Service Delivery ensures technology solutions are delivered reliably, efficiently, and in direct alignment with business priorities. Acting as the bridge between business and IT, the role guarantees that requirements are clearly understood, accurately defined, thoroughly tested, and delivered with quality.

Key responsibilities

• Act as senior liaison between business stakeholders and IT delivery teams.
• Engage executive stakeholders and department heads to align delivery outcomes.
• Translate business problems into structured, actionable delivery requirements.
• Own governance across business analysis and quality assurance functions.
• Monitor delivery health, intervene proactively when risks arise, and ensure initiatives are delivered on time and within scope.
• Lead, recruit, mentor, and manage Business Analysts and QA team members, building a high‑performing IT delivery culture.

Required profile

• Minimum 8 years’ experience in financial services, fintech, or micro‑finance environments.
• Strong background across business analysis, quality assurance, and full SDLC delivery.
• Proven experience leading and managing professional teams, with a degree in IT (or related) and an MBA or relevant postgraduate qualification.

Required skills

• Business Analysis
• Quality Assurance
• SDLC
• Testing
• Requirements Management
• Defect Management