Head of Service Delivery

3 weeks ago

Dundee, United Kingdom D.C. Thomson & Co. Ltd. Full time

brightsolid

Closing Date: 09/07/2023
- Dundee/Remote
- brightsolid

**About Brightsolid**

Put simply, we help our customers get the right mix of cloud services they need to power their business. Our managed hybrid cloud services are unique in Scotland; combining private cloud and colocation from our data centres in Aberdeen and Dundee, with public cloud services from AWS. With 25 years of experience, we’re a first choice as trusted advisors to help Scotland’s public and private sector take full advantage of the potential and benefits of the cloud. This breadth of solution and level of experience sets us apart from other companies. We put our customers first, always. Our skilled and highly certified team pride ourselves on building strong relationships and getting cloud right for our customers - every time.

**What will you do at Brightsolid?**

Brightsolid is looking for an experienced Head of Service Delivery with proven experience leading a team of service delivery and technology professionals who consistently meet, or exceed, our customers’ expectations.

You will be:

- Accountable for our Service Delivery function, including leading the service desk and engineering team across our Dundee and Aberdeen operation centres, ensuring that we consistently meet, or exceed, our contractual commitments and customer expectations.
- Accountable for our IT Service Management processes and tools including Incident, Problem, Service Request, and Change Management including alignment with the ITIL Infrastructure Library (ITIL), and intended future attainment of the ISO/IEC 20000 standard.
- Driving continual service improvement based on insight gained from robust management information and/or through customer and colleague feedback.
- Providing regular management information to demonstrate performance against agreed KPIs to Brightsolid and Customer stakeholders including providing detailed reviews of service disruption.
- Comfortable engaging with senior Customers and Brightsolid stakeholders to discuss service delivery related matters including acting as an escalation point for any service issues.
- Leading the transition of new Brightsolid or customer services into business-as-usual support through a formal service transition process.
- Reporting on customer and Brightsolid infrastructure platforms, scheduling and confirming regular maintenance, including upgrades/patching is carried out in line with our engineering policies.

**What are we looking for?**

To be successful you will bring:

- Strong leadership and proven people management experience to lead a high performing 24x7x365 service delivery function including service desk and engineering resources.
- Expert knowledge of IT Service Management disciplines, supporting processes and toolsets plus hold an ITIL professional accreditation.
- Lead the recovery of major and / or complex incidents and problems.
- Strong understanding and experience of agile working practices plus an ability to anticipate resource demands and can effectively manage within agreed financial budgets to deliver against contractual commitments.
- Track record of managing skilled engineering teams who are managing platforms including VMWare, Hyper-V Windows Server, Linux, storage, and networking plus ideally a good awareness of Microsoft Azure and Amazon Web Services.
- Ability to build trusting relationships with customers including understanding their business needs and challenges.
- Excellent written and verbal communication skills with the ability to engage technical and business stakeholders at all levels.
- Awareness and understanding of managed hybrid cloud services including good awareness of underpinning private and public cloud infrastructure platforms.
- Knowledge and experience in ServiceNow CSM/ITSM/ITOM/SAM.

**How to stand out**

You will be currently working as a senior service management professional for a managed service provider. You will have strong practical knowledge and experience of IT service management processes and tools and can clearly demonstrate through real examples how you have transformed service delivery and technical operations teams to deliver great customer service, including improvements to underlying infrastructure services, and the business value they delivered.
- This is a full-time, permanent position, working 35 hours per week. This is a hybrid role offering a blend of home and office working from our Dundee Office. We offer a generous package including 34 days holiday, health cash plan, excellent pension, a competitive salary, and many more staff discounts and benefits._

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