Head of IT Service Delivery

2 months ago

London, United Kingdom Morgan Law Full time

I am currently working with a leading Charity who are seeking a Head of IT Service Delivery. This is a new role, joining during a critical transitional year when we are bringing control of the quality and provision of service delivery in-house after some years of an outsourced arrangement.

This is an exciting opportunity for a customer focused, experienced, IT Customer Service and Delivery professional. We are looking for this role to drive new ways of working across the IT teams to help us deliver services that truly meet the needs of our colleagues and users.

Above all, you will take us on a journey to ensure our services are robust and resilient, managing service performance for our customers and building strong relationships across the organisation.

**Requirements**:

- Build and develop the team that you will lead through the transition over the next 1-2 years to bring services inhouse, whilst increasing service quality and responsiveness. This includes right-sizing the team Shared services Head of IT Service Delivery structure and roles as a number of new posts are to be recruited during the programme of change in addition to our core team.
- Own 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 seek opportunities to support our users and enable the organisation to reach its audience as reliably and effectively as possible. l Lead a continuous improvement culture, steadily increasing the maturity of all aspects of service delivery.

**Experience**:

- Excellent communication skills at all levels, with internal and external stakeholders.
- Proven commitment to delivering customer centric, high quality IT services.
- Extensive experience in IT roles particularly IT management and service delivery, including at least one large organisation (i.e. over 1000 staff).
- Leadership and/or management of the deployment and improvement of ITSM tools.
- 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

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