Entity:

Customers & Products

Job Family Group:

Research & Technology Group

Job Description:

This is a role within the Castrol organisation and the successful candidate will become part of the Castrol ring-fence. If you are part of the ring-fence, it is expected that your employment will move with Castrol to new ownership.

The role of the Head of Digital Service Delivery is responsible for ensuring the reliable, secure, and high-performing delivery of core technology platforms — including network services, hosting, cloud platforms, IT4IT tooling, IDAM, collaboration tooling, end user compute services including service desk – aligned with business expectations and stakeholder needs.

This role ensures that digital infrastructure supports business operations with resilience, scalability and cost efficiency. It leads the delivery of operational services, manages complex programmes and oversees third-party partners within defined commercial frameworks.

With a direct line to the CIO, the role leads global centres of excellence, operational teams, and strategic partners to maintain service continuity, meet service levels, and advance digital maturity, while delivering excellent customer service aligned with Castrol’s organisational strategy.

What you will do...

Service Delivery and Technical Leadership

• Provide strategic direction and technical leadership, in the setup of Castrol Service Delivery
• Develop and implement the service delivery and IT operations strategy in line with the business priorities
• Lead multi-functional teams to ensure seamless service execution and continuous improvement.
• Work alongside centres of excellence towers and market technology teams to deliver the IT road map/ITOM.
• Deliver and manage relationships with external IT suppliers and service providers ensuring Castrol receives high quality service.
• Manage risks associated with ageing technology, knowledge transfer, and transition.

Service Management

• Take a customer centric and service orientated approach to the delivery of IT service operations providing customer service excellence to suppliers and colleagues.
• Drive quality and efficiency in technology solutions ensuring that they meet architecture and security standards.
• Implement frameworks, (e.g. ITIL), and tools to ensure service performance.
• Oversee daily operations of the service delivery function, ensuring SLA’s, KPI's and quality standards are consistently met.
• Handle concerns and major incidences in conjunction with the team and third-party suppliers.

Network and Communications

• Provide and support a secure, reliable network connecting Castrol sites (offices and blending facilities), key customers and partners, and cloud platforms/data centres.
• Manage the mobile device estate.

End User Services

• Lead and manage in-house end user support team and third-party party service management supplier, developing the ITSM tooling to improve user satisfaction and drive efficiency.
• Be accountable for IT assets and software licensing, ensuring proper coverage and that commercial value is optimised.
• Own the service processes and governance (ITIL/ITSM) that are used across the business with a focus on lean improvement and optimization via automation.
• Lead the third party service desk utilising agentic AI tooling to drive efficiency and performance.
• Manage the on-site support and provision of end user compute services (e.g. laptops, VC equipment)

Cloud, DC and Hosting

• Support infrastructure including cloud environments, networks and on premises systems.
• Work with external vendors, drive cloud governance initiatives to support platform scalability and optional or efficiency IDAM.
• Working closely with the CISO, oversee the definition, provision and support of Castrol’s IDAM solution, ensuring its integrity, robustness and security.

Team Leadership

• Lead service delivery, technical solutions and infrastructure, delivery team fostering a high-performance team culture.
• Work with MSP’s and other third parties vs building in-house capabilities.
• Foster a culture of accountability collaboration and customer centricity.

Relationships, Vendor and Offshore Management

• Manage outsourced/offshore vendors to meet service quality, performance, and cost objectives.
• Provide clear accountability and performance insight to leadership.
• Engage and influence key partners, ensuring clear communication and alignment.

Governance, Security and Compliance

• Seek opportunities to enhance IT operations, employing technology to improve efficiency, security and service quality.
• Understand and continuously work closely with the security team to both maintain and improve security and mitigate risk.
• Ensure IT operations follow industry regulations, including GDPR and SRA guidelines.
• Develop and enforce IT policies and procedures to standardise practices across Castrol.
• Be responsible for the IT operations budget for Global Services and manage operational and investment spend to maximise value for money.
• Create and chair the Change Control Board to project the Castrol Estate.

What you will bring...

• Bachelor’s degree in business, IT, engineering, or a related field (or equivalent experience) as well as certifications such as ITIL, PMP, CSDM, Lean/Agile.
• Experience leading a global service delivery and application support function, with accountability for meeting and exceeding Service Level Agreements (SLAs) and driving high customer satisfaction.
• Practical experience and knowledge and technical specialist in IT infrastructure components - including network servers, storage, databases, cloud computing e.g. Azure. Microsoft 365.
• Proficiency in ITIL frameworks.
• Excellent organisation skills with the ability to handle multiple priorities and deliver results under pressure.
• A solid understanding of IT systems and their crucial role within a large-scale, multi-site, global business.
• Excellent written communication and visual skills for creating high quality documentation.
• Good ability to effectively engage and collaborate with key team members, both technical and non-technical.
• Proactive with a positive solution focused attitude.
• Comfortable working at pace, consistently delivering to tight deadlines and stable under pressure.
• Can think strategically, and yet is delivery focused.
• Proven leadership of global IT services.
• Deep technical expertise across core infrastructure (network, cloud, hosting, EUC, IDAM).
• Extensive knowledge and application of ITIL / ITSM and operational standard methodology.
• Vendor and third party-management accountability e.g. MSP's, offshore partners and supplier performance.
• Strong governance, compliance, security and risk management capability - GDPR/SRA compliance, partner with security teams, and drive risk mitigation.
• Experience balancing outsourced vs. in-house delivery models would be advantageous.
• Knowledge of emerging technology needs and innovation trends would be beneficial.

Why join us?

We're committed to supporting leaders who want to make an impact. You will have the chance to shape and influence significant business outcomes. You’ll be part of an inclusive environment where diverse perspectives are valued, and where your contribution to performance and integration matters. We invest in the growth and wellbeing of our people, providing the resources, networks, and development opportunities needed to thrive.

Our total rewards package includes competitive pay, bonuses and a range of benefits designed to meet your needs. We recognise that people have multifaceted lives, and we strive to offer a career experience that reflects that.

Travel Requirement

Up to 10% travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Digital Strategy, Digital Technology

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.