Service Delivery Lead

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform. Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

The Run Delivery Lead is responsible for coordinating and governing delivery within the Engineering Run function, ensuring operational work is delivered efficiently, transparently, and in line with agreed service expectations. The role works closely with developers, Test Analysts, and key internal stakeholders to manage the flow of Run activities, including production issues, incidents, operational changes, and customer-specific fixes.

This is a governance-only role with no line management responsibility. The primary focus is on enabling effective delivery through prioritisation, planning, tracking, and reporting, while ensuring adherence to service level agreements and internal delivery standards. The Run Delivery Lead provides clarity on delivery status, risks, and capacity, supporting informed decision-making and continuous improvement across the Run function.

The role contributes to business stability by ensuring operational work is well-managed, predictable, and aligned to both technical and business priorities. Occasional customer-facing engagement may be required in exceptional circumstances to support delivery alignment or issue resolution.

What you'll be doing

• Coordinate delivery across the Engineering Run team to ensure timely and effective outcomes

• Own prioritisation of Run work, balancing urgency, impact, and capacity

• Plan and maintain delivery forecasts for Run activities

• Track progress against commitments using agreed metrics and tools

• Provide clear, accurate delivery reporting to stakeholders

• Lead the application and continuous improvement of Kanban/Scrumban practices

• Ensure compliance with SLAs and proactively manage deviations

• Act as the delivery point of accountability for Run outcomes and quality

• Liaise with Engineering, QA, Product, Support, and relevant business stakeholders

Skills, Qualifications, and Experience

Essential skills:

• Strong delivery coordination and governance capability

• Experience working in Agile or flow-based delivery environments (Kanban/Scrumban)

• Proven ability to prioritise operational and reactive work

• Clear and structured communication with technical and non-technical stakeholders

• Experience tracking delivery using metrics and reporting frameworks

• Understanding of incident management and operational delivery contexts

Desirable skills:

• Experience working within Run, Support, or live service environments

• Familiarity with SLA management and service reporting

• Experience facilitating continuous improvement using delivery metrics

What's in it for you?

• Hybrid working

• The chance to work in a cutting edge technical environment, adopting latest AI code generation activities

• Investment in your future career with a variety of learning and development opportunities.

• No dress code - embrace the freedom to bring your whole self to work.

• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!

• A pension plan for your future.

• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.