Head of Service Delivery
2 weeks ago
As a Head of Service Delivery you will:
- Work closely with the Head of Managed service to ensure performance is at a highest standard.
- Be the senior point of communication with customers
- Develop and implement service management strategy plans in line with business goals.
- Training and support for new starters and existing team members
- Build and maintain effective relationships with all department head ofs, external partners, and vendors to ensure effective Identify knowledge gaps and oversee delivery of training.
- Support the business in the ongoing development of business strategy in line with current and emerging needs.
- Build a robust portfolio of service Delivery
- Ensure the team gather customer satisfaction data and report on trends.
- Drive change within the operational and technical teams to ensure they're delivering to customer contract.
- Ensure operational services deliver to agreed SLA’s and KPI’s
- Ensure effective continual improvement within the team
- Perform regular 1:1’s and set individual goals in line with business goals
What my client will be looking for:
- Proven experience in leading and managing teams within a service delivery environment.
- Understanding of the IT Channel, and the Reseller & End User relationship
- Previous experience within communications platforms.
- Demonstrated success in providing strategic leadership for the development and delivery of services.
- In-depth understanding of service delivery processes and best practices.
- Knowledge of relevant industry standards and regulations related to service delivery.
- Experience in mentoring and coaching team members to achieve high performance.
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