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Head of IT Service Delivery

3 months ago

City of London, United Kingdom Allen Lane Full time

Allen Lane are delighted to be supporting one of the UK’s largest charities in their search for a Head of IT Service Delivery as they embark upon a significant transformation programme.

The Head of IT Service Delivery is a new role, joining during a critical transitional year when the organisation are bringing control of the quality and provision of service delivery in-house.

This is an exciting opportunity for a customer focused, experienced, IT Customer Service and Delivery professional. You will be responsible for ensuring the organisations services are robust and resilient, managing service performance for customers and buildingstrong relationships across the organisation.

As the Head of IT Service Delivery, you will be responsible for:

- Building and developing the team that you will lead through the transition over the next 1-2 years to bring services in house, whilst increasing service quality and responsiveness,
- Owning the customer service journey and lifecycle, from engagement and communications with users/partners through to resolution of issues. You will be the go-to business partner for our key customers, initiating a new approach to business relationship management.
- Constantly seeking opportunities to support our users and enable the organisation to reach its audience as reliably and effectively as possible.
- Lead a continuous improvement culture, steadily increasing the maturity of all aspects of service delivery.
- Deliver a supplier management process which ensures that SLAs and performance are managed effectively and deliver full value for money.
- Budget management in order to deliver the most cost effective approach possible for the charity, balancing the maximum return on investment along with seeking new opportunities to support the organisation's strategic direction.

As the Head of IT Service Delivery you must have the following skills and experience:

- Excellent communication skills at all levels, with internal and external stakeholders.
- Extensive experience in IT roles particularly IT management and service delivery, including at least one large organisation (500/600 users)
- Direct experience of managing mostly remote teams with currently limited hybrid working.
- Delivery of meaningful reporting and planning information related to service delivery.
- Analytical skills to use operational and service data to inform our journey to service excellence, including sources such as KPis, team performance statistics, supplier SLAs.
- Broad understanding of IT infrastructure and technology components.
- Supplier management and engagement across a wide range of large, small, specialist and complex vendors.
- Strong knowledge and experience of deploying and improving IT Service Management principles and practices.
- Leadership and/or management of the deployment and improvement of ITSM tools.
- Resource and financial management (e.g. budgets, staffing, equipment, 3rd party suppliers).
- Formal qualification/training in a relevant IT discipline e.g. ITIL Practitioner, Service Desk Institute.