Head of Service Delivery

3 weeks ago

London, United Kingdom Six Degrees Full time

Job Description

Six Degrees is a leading secure, integrated cloud services provider, where everyone is welcome. We believe success lies in harnessing a truly diverse and inclusive culture.

Our business protects UK organisations with the goal of enabling them to operate effectively and securely in the cloud, by giving them secure platforms to innovate and grow. We support our customers on their digital transformation journey regardless of their maturity. Our vision is to be the UK’s number one provider of secure, integrated cloud services to the small to mid-size market.

The Customer Success team are vital to the business as they are responsible for client retention and referral through strong customer relationships, alongside account growth through leads generated and chargeable service management.

The Head of Service Delivery Management is in charge of ensuring client satisfaction and retaining Six Degrees' most valuable clients and partners (a total value of more than £1.25 million per month)

You will lead a team of experienced Service Delivery Managers adhering to the Six Degrees Service Management framework. They will deliver exceptional outcomes. High satisfaction scores, low turnover, high customer satisfaction ratings, a favourable in-contract situation with high expectations for renewal, and a positive growth outlook are some of the key indicators.

To optimise customer success, the role will require strong relationships with senior executives, as well as ownership and coordination of the Executive Sponsor Programme within Six Degrees.

The Head of Service Delivery - Key Accounts is a champion for customer satisfaction within the client experience business leadership team and the broader management team community, you'll be identifying and influencing ongoing service enhancements for our clients.

We welcome applications from all corners of the community and also feel great candidates for the role will have extensive experience in Service Management or Delivery roles previously. They will be comfortable managing relationships with clients and internally alike. They will be an experienced leader who is a confident decision maker and critically uses data to drive key business decisions.

This role will focus on coaching and developing individuals as well as leading and motivating teams. If you've previously managed contractual performance of services within agreed SLA, and influencing action required to mitigate or remediate SLA breach we'd love to hear from you.

You’ll need to be proactive, tenacious and determined, but also able to put the client first in everything they do. We’re asking for a lot, but in return we think we have a lot to offer and know this is an incredible opportunity for the right candidate.

Six Degrees is not interested in paying lip-service to diversity and inclusion, and just observing our statutory duties. We work to continually re-affirm our commitment to cultivating a workplace and society that embraces and vigorously defends equity, diversity and inclusion. This includes all aspects of recruitment and employment – our recruitment and selection processes are open and fair, and we will always consider any reasonable adjustments or flexible working requirements. We are also an active member of the Employers Network for Equality and Inclusion (ENEI) who support us on this journey.

Our recruitment process:

We don’t like to have lengthy recruitment processes here at Six Degrees as it’s more important for us that you have the opportunity to meet with people you’ll work alongside. We will review all of our applications in detail and our Talent Acquisition team will arrange a telephone or video call if your background and experiences fits what we're looking. All being well, you will be invited to attend a behavioural interview with your line manager and members of the team to talk through your fit for the role in detail and explain more about Six Degrees. Some of our positions are so important to the business that we'll invite you back for a second and final interview, where you’ll be asked to complete a role-specific activity. After your final stage in the assessment process, we will confirm the outcome and hopefully welcome you to the Six Degrees family Apply today at 6dg.co.uk.

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