Head of Service Delivery Management

2 weeks ago

London, United Kingdom Agilisys Full time

**Head of Service Delivery Management - Role Description**

**Location**:
London & United Kingdom

**Business Unit**:
**Reports into**:
Managing Partner - DX Services

**Grade:/career level**

***

DX Services 5

**The way we work reflects the values at the heart of our business**:
**Partnership**, we become one team and family with organisations, helping them to navigate change and stay agile.

**Integrity**, our people really care, going beyond the brief to make change happen for organisations and citizens.

**Innovation**, we bring together the right technologies and services to design solutions that work.

**Passion**, we're passionate about — and dedicated to — public services and improving people's lives.

**Role Description**

Our mission is to be the leading digital and transformation partner of choice for public and private sector services.

Our target sectors are undergoing significant change, with an ongoing drive to invest in digital platforms and solutions to deliver business value. Our Digital Experience (DX) business is structured to provide this digital leadership and innovation to our customers. We have leading consulting services in key demand areas, which can also transition/migrate customers to our user-focussed operational services based on the latest technology and service delivery models. These capabilities are provided to the market as integrated as-a-service offers.

We deliver next-generation DX services focusing on user experience and delivering customers' strategic ambitions. DX Services will deliver this through integrated cloud services, service operations and design and delivery, putting the user at the heart of what we do and remaining agile to changes in technology and customer demands.

The Head of Service Delivery Management role will manage the Service Delivery Managers (SDMs). The role will work with SDMs to coordinate continuous service improvement activities across all Agilisys customers, ensuring the overall delivery commitment, aligned to DX Services contractual commitment, is achieved.

The Head of Service Delivery Management will be responsible for leading and driving transformation of the IT Service Delivery Management function. The Head will drive the Service Delivery Managers (SDMs) to deliver high-value, cost-effective services and ensure compliance with Service Contracts, and DX standards ensuring performance targets are met.

The Head of Service Delivery Management will be responsible for developing our major customers and aligning their roadmaps with the DX strategy and approach. The role will be required to assist in business growth both through contract retention and maximising revenue. They will assist in or provide operational account management ensuring the attainment of performance targets, high customer satisfaction and customer loyalty.

Agilisys are looking to align our customers to our standard solutions, platforms and processes. Standardising on standard platforms, and investing in these to deliver improved capabilities and automation, will enable us to deliver our services more cost effectively and differentiate ourselves in the market, enabling us to mature, develop and grow our Agilisys services. The Head of Service Delivery Management will play a key role in ensuring alignment to our standard solutions, and supporting SDMs to also ensure this alignment, even where this may need difficult discussions with customers who would like bespoke tailored solutions.

The Head of Service Delivery Management will enable and empower SDMs to work as a team, covering each other when on holidays, and supporting each other to collectively improve service delivery outcomes across our customers. This includes standardising and improving on key SDM artifacts (e.g. reports) and ensuring a consistent approach across all customers, with focus on continuous improvement of our delivery approach and feeding in improvement ideas to delivery teams. The role will ensure the SDMs work collaboratively with operational delivery teams in a "One Team" approach.

**Key Responsibilities**
- Reporting to the Managing Partner DX services you will identify and assist with the implementation of new capabilities in line with the target DX service operating model, including designing and leading changes to Service Delivery Management processes and teams.
- Responsible for leading and managing the Service Delivery Managers (SDMs) team across various partnerships and accounts.
- Work in strong partnership, with the client SDMS to drive continuous improvement. Ensuring the multi-discipline and multi-organisation team, drive the best results.
- Support, lead, and involvement in transitioning new services from projects to Business as Usual (BAU) through formal service transition.
- Ensure effective operating process and procedure documentation is in place and maintained to ensure customer reporting is accurate whilst managing customer expectations.
- Ensures contracted Service Level Ag

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