---
title: 'Head of Service Delivery at Gymshark'
canonical: 'https://feeny.ai/job/head-of-service-delivery-gymshark-solihull-england-38b1rbwtxsck'
type: 'job'
last_seen: '2026-09-13'
---

# Head of Service Delivery at Gymshark

- **Company:** Gymshark
- **Location:** Solihull England, United Kingdom
- **Posted:** 2026-09-11
- **Last confirmed live:** 2026-09-13
- **Apply:** https://job-boards.eu.greenhouse.io/gymshark/jobs/4974070101

## Job description

## OVERVIEW:

As Head of Service Delivery, you'll shape and drive our global technology services strategy, ensuring exceptional service, seamless user experiences, and operational excellence across offices, retail, gyms, and expanding markets. Leading high-performing teams and strategic partners, you'll champion continuous improvement, service innovation, and resilience, while owning the operating model that keeps our technology secure, scalable, and aligned to business goals. This is a senior leadership role with the opportunity to influence how technology enables Gymshark's growth worldwide.

## WHAT YOU'LL BE DOING:

Responsible for:

- Sub-function strategy and operating model: Translate the Tech Operations strategy into a clear Service Delivery plan, roadmap and operating model, aligning ITSM, Helpdesk, End User Compute and service experience priorities to Gymshark’s overall direction.
- End-to-end service accountability: Own service delivery performance across multiple teams and workstreams, ensuring services are reliable, measurable, scalable and delivered at the right quality, pace and cost.
- OKRs, metrics and executive reporting: Own sub-function OKRs, service health measures, SLAs, XLAs, operational dashboards and reporting that clearly show performance, risk, customer experience, trends and improvement actions.
- Leadership through managers: Lead and develop managers, senior specialists and team leads across Service Desk, ITSM and EUC, setting clear expectations and holding leaders accountable for performance, behaviour and impact.
- People, capability and succession: Build a high-performing and aligned leadership team, coach managers and senior contributors, develop future leaders, support progression and contribute to succession conversations across Tech.
- Budget, resource and capacity ownership: Own resource planning, workload prioritisation, tooling investment, supplier spend and budget inputs for the Service Delivery sub-function, making trade-off decisions based on value, risk and business priority.
- Service governance and ITSM maturity: Own the ITSM roadmap and governance model, including incident, problem, request, change, knowledge, asset, configuration and service transition practices, ensuring standards are embedded and continuously improved.
- Operational readiness and change adoption: Ensure new stores, gyms, offices, platforms and technology changes transition smoothly into support with clear support models, training, ownership, knowledge, service acceptance criteria and hypercare plans.
- Risk, resilience and security: Work with Cybersecurity, Infrastructure, Systems and Business Systems teams to identify and mitigate service risks, strengthen controls, improve resilience and ensure operational processes protect systems, data and the user experience.
- Supplier and partner performance: Own senior supplier relationships for service delivery, support platforms, managed services and end-user services, ensuring commercial commitments, service quality and improvement plans are delivered.
- Cross-functional influence: Act as the senior Service Delivery partner to Tech leadership and business stakeholders, influencing priorities, resolving dependencies, removing blockers and ensuring service decisions support Gymshark-wide outcomes.
- Continuous improvement and automation: Use ITSM data, user insight and operational trends to identify systemic issues, simplify ways of working, improve self-service, drive automation and raise service standards across the function.
- Major incident and escalation leadership: Own the major incident and executive escalation model, ensuring clear command, communication, root cause follow-up and business impact management for high-priority service issues.
- Global support and scalability: Shape and continuously improve a global support model that supports Gymshark’s growth across offices, retail, gyms, pop-ups and international teams, including out-of-hours and 24/7 support requirements where needed.
- Functional contribution: Step beyond the immediate Service Delivery remit to support wider Tech Operations priorities, contribute to functional planning and raise the bar on operational excellence across Tech.

## WHAT YOU'LL NEED:

Essential Criteria:

- Proven experience leading a Service Delivery, ITSM, Service Desk, EUC or Technology Operations sub-function in a complex, fast-paced organisation.
- Experience leading through managers, senior specialists and team leads, with the ability to set direction, build capability, hold leaders accountable and develop succession pipelines.
- Strong understanding of ITSM frameworks and operational service management practices, with demonstrable experience improving maturity across incident, problem, change, request, knowledge, asset/configuration and service transition.
- Ability to translate functional strategy into clear operating plans, OKRs, roadmaps and measurable outcomes across multiple teams and workstreams.
- Commercial and financial awareness, including budget planning, supplier commercials, resource allocation, value tracking and trade-off decision-making.
- Experience designing or improving global support models, including service readiness for new offices, retail stores, gyms, pop-ups, international expansion and out-of-hours support requirements.
- Strong stakeholder management and communication skills, with confidence influencing senior leaders, business partners, suppliers and cross-functional teams.
- Data-led service improvement mindset, using service metrics, user insight, root cause analysis and trend reporting to improve experience, reliability, cost and operational performance.
- Excellent judgement in ambiguous situations, balancing user experience, operational risk, business impact, cyber/security requirements and commercial context.
- Experience managing vendors, managed service providers and enterprise technology platforms against service, quality, contractual and improvement commitments.
- Proven ability to lead change, simplify processes, remove blockers and raise standards across a service organisation.
- High level of resilience, organisation and attention to detail, with the ability to manage high-impact operational escalations and maintain momentum under pressure.

Preferred Skills & Qualifications:

- ITIL Foundation, ITIL Managing Professional or equivalent service management certification.
- Experience with Enterprise IT Service Management, Endpoint Management, Identity, Collaboration and Service Experience platforms.
- Experience implementing automation, self-service, knowledge management, service catalogue or AI-enabled support capabilities.
- Project, programme or change management experience, such as Prince2, Agile, PMP or equivalent practical delivery experience.
- Experience operating in international, retail, consumer brand or high-growth technology environments.

CLOSING DATE: 25th September 2027

## LOCATION:

Please note this is a hybrid role and requires the successful candidate to attend at least 3 days a week in GSIQ, Solihull, UK.

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email talent@gymshark.com.

ABOUT US.

We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.

THE PERKS.

Standard benefits include:

- Performance-based Bonus opportunity
- Funded Healthcare benefit
- 25 days holiday, additional day for your birthday & Bank Holidays
- Contributory Employer pension scheme
- Flexible benefits programme – including salary sacrifice EV scheme, dental insurance, cycle to work, tech scheme, holiday trading
- Gymshark Employee Discount & long service awards
- Access to High Street cashback and discounts
- Financial, Physical and Mental Wellbeing Support
- Enhanced Family Leave package
- Life Assurance

Office location specific benefits include (IQ):

- Gym Membership to The Lifting Club (LC)
- Onsite lunch provision & coffee bars
- EV charge points available

Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.

## About Gymshark

## Company Overview
- **One-liner**: Gymshark is a British multinational athletic apparel retailer that designs and sells fitness clothing and accessories, aiming to unite the conditioning community.
- **Entity Type**: Private (minority stake held by General Atlantic)
- **Headquarters**: Solihull, West Midlands, England
- **Founded**: July 2012
- **Founders**: Ben Francis and Lewis Morgan

## Core Business
- **Primary industry/industries**: Athletic apparel, sportswear, athleisure, accessories
- **Target customers**: B2C – fitness enthusiasts, gym-goers, and athletes; strong focus on both men and women (approximately two-thirds of sales are to women as of 2020)
- **Mission or purpose statement**: “We exist to unite the conditioning* community. […] We create the tools that help everyone become their personal best: the clothing you'll sweat in, the content you'll find inspiration in and the community you'll become your best in.”

## Products & Services
- **Men’s & Women’s Apparel**: Workout vests, hoodies, t-shirts, leggings, shorts, sports bras, and outerwear – sold primarily through 14 international online stores and a growing network of physical retail locations.
- **Fitness App (Gymshark Conditioning App)**: Launched August 2019, offering free and premium workout plans, video demonstrations, and customizable training programs.
- **Gymshark Lifting Club**: A physical gym and innovation hub located at the company’s headquarters in Solihull, opened in 2019.

## Market Standing
- **Valuation**: Over £1 billion (achieved in 2020 after General Atlantic’s investment)
- **Key Metric**: Annual Revenue of £556.2 million (2023)
- **Notable Investors/Partners**: General Atlantic (owns 21% stake since August 2020); Key athletes include Chris Bumstead (CBUM) as both athlete and part-owner, and David Laid as Creative Director of Lifting.
- **Growth Signals**: 
  - Expanded from pure e-commerce to brick-and-mortar, opening first permanent store on Regent Street, London (Oct 2022), followed by Westfield Stratford City, White City, and Trafford Centre (Manchester, July 2025).
  - Global community of 10+ million customers and 18+ million social media followers; presence in over 230 countries.
  - Headcount grew to over 900 employees across five regions (HQ in Solihull, offices in London, Denver, Hong Kong, Amsterdam).
  - Active job postings increased 1400% year-over-year (as of mid-2025), indicating aggressive hiring.

## Competitive Advantages
- **Brand & Community**: Extremely loyal social-media-driven community cultivated through influencer marketing (125+ paid influencers) and athlete partnerships; strong brand identity tied to “conditioning” and hard work.
- **Direct-to-Consumer Model**: Majority of sales happen online via owned channels, allowing high margins and direct customer relationships.
- **Data-Driven Product Development**: Use of social listening and community feedback to iterate quickly on apparel designs.
- **Scalable Omnichannel Strategy**: Successful transition from digital-only to physical retail with flagship stores in prime locations, while maintaining a lean inventory model.

## Strategic Focus
- **Global Retail Expansion**: Continuing to open physical stores in key markets (e.g., Trafford Centre, Roosevelt Field) and pop-up locations.
- **Digital & Tech Investment**: Growing the conditioning app, hiring data engineers and backend engineers, and building a stronger tech team (current openings include Data Engineer, Scrum Master, Lead Engineer).
- **Brand Collaborations & Athlete Equity**: Bringing influential athletes like Chris Bumstead into part-ownership to deepen authenticity and reach.
- **Sustainability & Operational Efficiency**: After a proposed restructure in 2025, the company is likely focusing on cost optimization and supply chain resilience.

## Why Work Here
- **Culture**: Values-driven environment emphasizing “Hard Work,” “One Team,” “Community Service,” and “Stay Humble.” Employees describe a fast-paced, ambitious atmosphere with a focus on continuous improvement.
- **Remote/Hybrid/Office**: Roles are based primarily in Solihull (HQ), London, Denver, Amsterdam, and New York. Many corporate roles appear to be office-first, though some tech roles may offer flexibility. Retail positions are fully on-site.
- **Notable Perks & Engineering Culture**: Gymshark offers the chance to work alongside a high-growth consumer brand with strong engineering needs (backend, Android, data). The company has a modern HQ with an on-site gym (Lifting Club) and innovation lab.
- **Growth Opportunity**: Rapidly expanding tech team and retail footprint; many current openings across engineering, product, and commercial functions; reported 15 active job postings as of mid-2025.

## Sources
1. [Gymshark About Us](https://www.gymshark.com/pages/about-us)
2. [Gymshark LinkedIn](https://uk.linkedin.com/company/gymshark)
3. [Gymshark Greenhouse Careers](https://job-boards.eu.greenhouse.io/gymshark/jobs/4839428101)
4. [Wikipedia – Gymshark](https://en.wikipedia.org/wiki/Gymshark)

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