Head of Service Delivery

1 month ago

London, United Kingdom Six Degrees Group Full time

Six Degrees is a leading secure, integrated cloud services provider, where everyone is welcome. 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 be leading a team of experienced Service Delivery Managers adhering to the Six Degrees Service Management framework. 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 requires 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 an experienced leader who is a confident decision maker and critically uses data to drive key business decisions.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.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.
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.

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