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Head of Service Delivery

  • Job reference: 49471
  • Location: Shefford
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £75000 - £75000 per annum + Bonus and benefits

Location: Shefford

Salary: Up to £75,000 plus bonus and benefits.

You will lead the Managed Services business to deliver an outstanding service to our clients. Inclusive of technical fulfilment/execution/resolution of incidents/problems and services requests, and Service Delivery Management against client contracted obligations.

This is a 'hands-on' governance role that must be run from within the development community rather than from the side lines.

Your role will include;

  • Own and deliver upon financial performance targets through team performance, driving efficiencies in the operational budget and securing new revenue opportunities /defining pricing.
  • Instil and nurture a culture of service excellence, continual learning, ensuring service levels and client satisfaction levels are exceeded.
  • Manage & report upon the financial, functional/team performance, service delivery, and client satisfaction metrics to internal and external stakeholders
  • Own and manage the service delivery processes and communication to internal and external stakeholders
  • Own and manage security & compliance within function
  • Manage vendor relationships as part of operational/incident needs.

Skills, Knowledge & Experience Required

  • Prior experience of managing a commercial service delivery business with Profit & Loss and or budget responsibility
  • At least 5 years' experience leading Operations Centre or Service Desk (or comparable) ideally within at commercial Managed Service Provider organisation.
  • At least 3 years in a senior Service Manager Role, managing an external commercial client
  • Proven managerial experience at developing/nurturing technical/service delivery management teams of more than 30 staff.
  • Prior experience of creating functional visions, and translating them in to tangible executable plans
  • Prior experience of managing clients within a complex supply chain environment, where multiple vendors exist
  • Knowledge and experience of implementing the principles of the ITIL/ITSM Framework

This role is based in Shefford and comes with a salary up to £75,000 + bonus + benefits.

For a confidential discussion - apply now.

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