Head of Delivery

3 months ago

Thatcham, United Kingdom Support Revolution Full time

**Head of Delivery**

**We have an excellent opportunity for a Head of Delivery to join our rapidly expanding organisation. This role spearheads our high-performing Delivery function, which is responsible for ensuring that we provide first-class Oracle and SAP support to our clients. As well as growing our UK team, we are also building our support function in India, in which you will play a pivotal role.**

**About the role**:
You will lead and develop our UK-based Delivery team which consists of Oracle & SAP consultants, as well as IT, Service Delivery, and Service Desk employees. We are the fastest growing provider of Oracle & SAP maintenance and support, and as such are hiring to accommodate this growth.

As we are also expanding our support function in Hyderabad. You will take the lead in building and managing this team, ensuring that we have all the necessary resources in place to enhance our 24/7 support model.

This is an opportunity to be at the forefront of a rapidly growing organisation.

This role is based in our Berkshire head office, a two-minute walk from Thatcham train station with free on-site parking and easy access to many nearby towns and cities.

**What you'll be doing**:
No day is the same at Support Revolution, but you will find yourself getting involved in:

- Leadership of Support Revolution’s Delivery function, ensuring that all managers and wider teams are managed, coached, and developed. This includes regular 121s, quarterly & yearly appraisals, maintaining & enhancing our high-performance culture, and customer satisfaction
- Day-to-day operational management of support services spanning Oracle & SAP technology, acting as the organisation’s operational figurehead, and ensuring that all incidents are dealt with quickly and efficiently
- Analysing and identifying skills gaps within the team and working to fill these
- Management of a departmental budget and P&L, as well as the ROI on all support projects and activities
- Participating in regular pre-sales activity including pre-sales calls as part of our sales process
- Overseeing delivery projects and assignments
- Maintaining technical, development, and support standards, as well as ensuring the department continues to hit and exceed KPIs & SLAs
- Regular reporting on departmental efficiency, SLAs, KPIs, and support metrics to be collated and presented at monthly Senior Leadership Team meetings.

**What we're looking for**:
You will be best suited to this role if you can bring a personable, progressive, and disciplined approach to Support Revolution. First-class managerial skills are essential, as is the ability to develop and motivate a team. Previous experience within a high-growth environment is key, and you will be happy getting stuck into the day-to-day operational aspects of running a Delivery Team. On top of this, we are also looking for:

- Demonstrable experience in managing and building an Oracle or SAP team, and leading all strategic and operational aspects of that team
- Proven senior leadership experience including managing, developing, and coaching managers and sizeable wider teams, to aid career development and foster a high-performing culture
- Strong operational experience with the ability to ensure widespread achievement of KPIs and SLAs
- Experience of building and managing an offshore support function, with the cultural appreciation needed to effectively do so
- Knowledge of, and experience working with, multiple Oracle products, with the ability to engage with C-level executives on pre-sales calls
- Knowledge and experience of the pre-sales (RFI/RFP) process, alongside fantastic customer communication skills
- A great mix of operational and strategic experience with the ability to manage the day-to-day, and plan & execute the strategy of a department simultaneously
- A problem solver who can analyse problems and produce innovative solutions
- A commercially minded individual who can analyse our services and the ROI on these
- Strong project management and delivery skills
- The ability to identify skills gaps and lead the resourcing for these accordingly
- A passion for quality and detail, with the ability to enhance current departmental structures
- An engaging, friendly, and driven personality with the ambition to be the best
- You will be part of the Senior Leadership Team. All members of this team are expected to work from the Thatcham office for at least 4 days per week.

On top of the above, we have some core values that underpin our culture and performance:

- ** Ownership** - respect, recognition, and empowerment of others; taking the initiative to bring about positive results
- ** Curiosity - **visionary and entrepreneurial thinking to develop and drive forward new ideas. An agile, flexible approach. Seeking new opportunities and driving change within both Support Revolution and our customers’ needs
- ** Bias for action **- knowing what needs to be done and not being afraid to do it. We are motiv

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