Senior Service Delivery Manager
3 days ago
Job Title: Head of Service Delivery Location: Head of Strategy & Governance, Head of Technology, Head of Security
THE ROLE – Head of Service Delivery
The Head of Service Delivery is responsible for the IT department meeting end-user demands, solving stakeholder problems, and driving stakeholder satisfaction with IT services. The Head of Service Delivery is accountable for the performance of the Service Desk, Incident and Problem Management. All new IT services will be planned, designed and delivered under the direction of the Head of Service Delivery.
Key Responsibilities for the Head of Service Delivery include: (Service Management
- Monitoring and managing desktop support, responsible for IT services desk, and VIP support functions to ensure optimal service.
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation.
- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources.
- Performance and Quality Management
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
- Providing accurate and regular reports to the management on the performance of the service delivery.
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Deep understanding of service management principles, frameworks (ITIL), and best practices
- Excellent knowledge of incident management, problem management, change management, and service level management
- Leadership qualities to guide and motivate team members
- Strong project management skills
- Required Work Experience
- Minimum 2 years of experience in a leadership role in Service Delivery
- Experience with budgeting, cost management, and financial planning
ITIL v4 certification preferred
This role may involve travel to both UK and overseas sites.
If you are interested in this role then please apply for immediate consideration.
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