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Head of Service Delivery

3 months ago

Cambridge, Cambridgeshire, United Kingdom Eh20 Group Full time

Head of Service Delivery - Cambridge - Up To £80k + Car/Car Allowance + Bonus


We are seeking a dynamic and motivated individual to assume the role of a leader for a network operations and service delivery team.

We require someone with exceptional interpersonal abilities and a strong aptitude for engaging with others.


The primary responsibilities of this position include overseeing vital functions such as proactive and reactive maintenance, planned preventative maintenance, 2nd/3rd line support, fault reception/allocation, service management, and network operations.

To excel in this role, the ideal

What you will be doing in the role:

  • Leadership of a team of c30 people, driving a 'this is my business' culture
  • Overall service delivery ownership and responsibility for meeting contractual KPIs through efficient delivery, and minimising exposure to service credits through poor delivery
  • Effectively fulfilling Incident, Problem and Change management
  • Ensuring 24/7 service cover is provided, arranging correctly skilled resources to support the network and service operations
  • Authority for all operational decisions to ensure the contract is fulfilled to the expected standards
  • Supporting the Operations Director in key commercial decision making
  • Compliance to Security, Health and Safety and Quality standards
  • Regularly review process efficiency and accuracy against current and best practice to ensure any improvements are identified and implemented
  • Evaluate opportunities to implement new systems and adapt existing systems to improve the accuracy and efficiency of processing to support the customer deliverables
  • OPEX management to budget
  • Timely sales recognition and invoicing of all contracted services
  • Management third party suppliers
  • Providing a senior escalation point for the customer
  • Responsible for business continuity

Experience Required:

  • You will be an inspiring leader with excellent people management skills and the ability to support the development of peers and teams into high performers.
  • Excellent customer service, interpersonal, communication and people engagement skills.
  • Experience of developing individuals and teams to meet technical capability requirements
- targets and fulfil technical certification requirements

  • Excellent spoken and written English: able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level
  • Ability to identify areas for longer term attention and strategic development to mitigate future risk and capitalise on potential opportunity
  • Experience of working within the ITIL Framework
  • Strong analytical, planning, and organisational skills
  • Ability to interpret and utilise financial and commercial information
  • Capability to manage multiple workloads and shifting priorities
  • Positive approach to learning in role and identifying own development needs as appropriate
  • Negotiation skills; including stakeholder management at all levels is essential
  • Positive, empathetic, and professional manner
  • Able to work under pressure, with a resilient and adaptable approach
  • Relevant leadership experience at a senior level
  • Relationship management experience with external clients and key internal stakeholders
  • Experience in a similar role would be advantageous
  • Knowledge across the following resilience disciplines: Service continuity, Major Incident and Problem management, Technology Resilience, and supplier/vendor management
  • Good writing and computer / IT literacy skills