Head of Service Delivery
3 weeks ago
As a Head of Service Delivery, your overall responsibility is to ensure that your team provides high-quality services to clients. This involves managing various aspects of service delivery, such as customer satisfaction, performance management, resource optimisation, incident and risk management, and continuous improvement. Additionally, you need to ensure that the budget for service delivery is well-managed.Key Responsibilities
- Ensure that the services delivered meet or exceed the expected quality standards.- Ensure that customers are satisfied with the services provided and that their feedback is heard and where appropriate acted upon.
- Ensure that the service level agreements (SLAs) are met and that any deviations are proactively addressed.
- Ensure that the team's performance is monitored and improved, including setting KPIs, coaching, and performance reviews.
- Ensure that resources (people, tools, and equipment) are optimised to deliver services efficiently and effectively.
- Ensure that any changes in service delivery are managed appropriately, including communication, training, and stakeholder management.
- Ensure that the service delivery processes including Incident Management, Problem Management, Change Management operate efficiently, client communication is effective and proactive.
- Identify and mitigate any risks associated with service delivery, including financial, operational, and reputational risks.
- Continuously improve service delivery processes, tools, and technologies to increase efficiency, reduce costs, and enhance the customer experience.
- Manage the service delivery budget, including forecasting, cost control, and resource allocation.
Skills, Knowledge, and Expertise
**Experience**
- Proven experience in service delivery management or a related field
- Demonstrated success in managing a service delivery team.- Experience in developing and implementing service delivery strategies.- Experience in analysing data and implementing process improvements.- Familiarity with service management frameworks such as ITIL or COBIT- Knowledge of industry best practices for service delivery- Budget management and reporting**Education**:
**Certifications (desired)**
Any of the following:
- ITIL Foundation or higher- Project Management Professional (PMP)- Certified Scrum Master (CSM)- Six Sigma Green or Black Belt- Any other relevant industry certifications.**Technical Skills**
- Strong understanding of IT infrastructure and operations, including cloud services and security
- Familiarity with project management methodologies
- Knowledge of service management tools (ITSM) such as ServiceNow.- Familiarity with data analysis and reporting tools such as Excel and Power BI
**Non-Technical Skills**
- Leadership and team management
- Communication and interpersonal skills- Strategic thinking and planning- Problem-solving and decision-making- Time management and organization- Risk management and mitigation- Continuous improvement mindset**Benefits**:
- Employees at C5 enjoy an attractive benefits package as part of our continuous employee value commitment.- Competitive salary.
- Competitive annual leave.- Pension scheme.
- Private health insurance.
- Corporate dental scheme rates.
- Personalised training plans.
- Proactive learning environment.
- Company-wide social and team events.
- Access to the latest technologies.
- Access to technology leaders/technical specialists.
- An environment to be yourself.
About The BDO Group
**Be part of BDO and C5 (The BDO Group)**
As a friendly, ambitious and progressive company, we are focused on the delivery for positive impact. As we continue to expand our business, we are looking for talented and enthusiastic individuals to join our growing team.
By joining our company, you will become part of a collaborative pool of specialists with the opportunity to build a rewarding career and make a valuable contribution to the industry.
We're a people-powered business and committed to being the employer of choice where all of our teams have the opportunity to succeed, be proud and enjoy a long and rewarding career. We achieve this by being an agile and entrepreneurially led firm, possessing a values-based culture with innovation & technology at our core. We offer a compelling and evolving EVP including personal career development in an environment with a multi-disciplinary approach. As part of the BDO network, we are part of a global brand and have access to our international colleagues. As a unified business we have a genuine belief in shared success.
**Application Deadline**
June 08, 2023
**Department**
C5 - IT Services
**Employment Type**
Full Time
**Location**
Jersey
**Workplace type**
Hybrid
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