Director, Customer Service Delivery

La Fosse are exclusively retained with a global education firm in search for a Director, Customer Service Delivery. You’ll have autonomy to lead and direct strategy for the Service and Support teams across PMO, Service, Business Partnering, CSI and Support teams.

You’ll land in an envrionment where work life balance is priority, and flexibility is given to meet individual needs. E.G. Flexibility on hours/days, 35 days holiday + bank holidays + 21% pension + more.

Location: Hampshire, c. 2 days per week.

Remuneration: £90,000 + 35 days holidays + bank holidays + 21% pension + 35-hour week.

Your role as Director, Customer Service Delivery

• Lead and oversee the Service Support organisation. Team of c. 100 and a £10 million budget.
• Responsible for delivering high levels of customer satisfaction while demonstrating consistent improvements in service delivery across the board.
• Develop, implement, and deliver the IT Strategy in line with the organisation’s strategy.
• Build and maintain close working relationships with important stakeholders, both within and externally, through effective stakeholder management.
• Ensure policy and processes are delivered within service level agreements.
• Build a reputation for excellent Service Delivery.
• Ensure project teams work collaboratively and work is delivered to a high standard, within budget, within timescales.
• Part of the senior IT leadership team involved in the wider IT and business strategy.
• Ensuring end user satisfaction is priority for the team across c. 6,000 users.

To be successful as Director, Customer Service Delivery

• Can successfully provide evidence of sustained improvement of delivery across all services, with a focus on customer experience.
• Has designed and implemented IT Services, building excellence reputation in IT Service Delivery.
• Proven experience of business, strategic and project planning. Specifically leading on engagement in change initiatives, leading a portfolio of projects managed by the PMO.
• Managed identical teams across PMO, Service, Support, Business Partnering and CSI. Ideally similar size and scale userbase (6k+).
• Experience of managing and controlling budgets/resources and working knowledge of financial management procedures.
• Able to apply and actively promote equality, diversity, and inclusion principles to the responsibilities of the role.

Sound interesting? Please do apply directly for more detail.

Applications close 29^th August 2023. All applicants will be responded too.