Head of Service Delivery

4 weeks ago

Manchester, United Kingdom Auden Full time

**About the Job**

This is an opportunity for an experienced Head of Service Delivery (Maternity Cover) to join us on our mission to use technology and innovation to help our customers achieve their goals when they’re feeling financially squeezed.

As a Head of Service Delivery (Maternity Cover), you’ll play your part in helping our customers, who are often younger working people and families, manage their money and borrowings and be more informed and empowered. Our goal is to innovate and help them use the money they have to focus on the things they really care about.

Social impact is at our core. We invest 50% of our profits in fair and affordable financial services.

Our purpose is to use technology to make a lasting difference to people’s finances by providing the products and services to help them take control of their financial lives.

**Your role**

As our Head of Service Delivery, during the interim contract period you’ll be responsible for leading, coaching, and developing a resilient and high-performing team of Service Delivery professionals (who cover the areas -Incident & Problem Management, Business Continuity & Operational Resilience, Technology Operational Risk Framework, Service Transition, Vendor Management, PMO) who are capable of understanding and delivering on the technology vision and strategy within their own designated functions.

**What you’ll be doing**
- Own the accountability for Service Delivery as a function including but not limited to; incidents and service impacts, risk governance, transition of services into production, processes and improvements to technology delivery.
- Owns the incident management frameworks across Auden (end-to-end) including SLA’s prioritisation KPI’s/OKR’s and service improvements.
- Governs the software/technology onboarding process for all partners ensuring alignment with our service delivery strategy.
- Owns the transition to live service in alignment with SAFe principles including warranty periods and sign-off for all new services.
- Executes the Business Continuity & Operational Resilience strategy for Auden including disaster recovery and scenario testing.
- Responsible for the day-to-day management and cost control of the software suite.
- Lead, coach and develop a resilient and high-performing team contributing to a culture of continuous improvement

**Your skills and experience**

Should have:

- Exceptional communicator with outstanding interpersonal skills and stakeholder management experience.
- Excels at working with people and developing teams (coaching, training, facilitating, and collaborating).
- Able to work under pressure and adapt to shifting priorities, demands and timelines and keep stakeholders abreast of impact (potential or actual) to defined delivery timescales and/or business impact.
- Experience of forming, coaching and mentoring a Service Delivery function.
- Experience in defining, documenting and tracking technology risks, associated scoring and wider business continuity plans.
- Supplier management and onboarding/due diligence, including contract negotiation.
- Within a similar role you have experiences of financial management, cost analysis and financial forecasting

Nice to have:

- Experience of ITIL service offerings & agreements would be advantageous

**What’s in it for you**
- A personal L&D budget to spend on your career development
- The opportunity to work with new tools and tech and the opportunity to influence what you use. We are always evaluating what we use to improve our work.
- A competitive salary and a benefits package worth another 10% on top - including life and health insurance, enhanced pension contributions, and the cycle to work scheme
- Enhanced maternity and paternity options for those expecting a new arrival.
- A bunch of everyday perks that'll make life easier and even save you money.

**How we Work**

We're committed to creating a workplace that reflects the diverse world we live in. We strongly believe that diverse perspectives fuel fresh, inclusive ideas, and better discussions

Right now, we’ll be adopting a hybrid approach to working. Most of us will spend 40-60% of our working time in the office each month, with our core hours still between 10am - 4pm. This means we can all decide how, when, and where we work best, in a way that balances the needs of you, our customers, the team, and the business. We know there will be some personal circumstances that need extra flexibility, just let us know you’d like to discuss it.

If you’re passionate about wanting to support millions of people who can’t access the right financial products for them, we'd love to chat.

We can only cover so much in a job advert, so if you have any questions about this opportunity or working with us, we're happy to help.

**Job Types**: Full-time, Fixed term contract

**Benefits**:

- Casual dress
- Company pension
- Life insurance
- Private dental insurance
- Private medical insu

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