Director of IT Service Delivery Management

4 weeks ago

Southampton, United Kingdom 360 Recruitment Consultancy Ltd Full time

360 Recruitment are a specialist Technology recruiter, currently recruiting for a Director of Service Delivery Management to join one of the fastest-growing IT Manged Service Providers in the UK.

**Role:
**Director of Service Delivery Management
**Salary**:
£100,000 to £120,000 Basic
+ Company Benefits
(If your salary requirement is higher than advertised, we are still keen to hear from you)

**Benefits**:
25 Days holiday, plus Bank Holidays
Virtual & Flexible Working
Life Assurance
Private Healthcare
Product Discounts
**Permanent Role**:
Full Time - Permanent

**Location**:
Working Remotely
&
Travel to all offices, becoming a highly visible presence within the business, with clients and across the wider industry.

**About the Role:
**We are looking for a proven Director of Service Management Delivery.

You will be challenged but rewarded with plenty of scope and the freedom to define, design and build out your department.

Working directly with the Director of Operations, your key challenges in your first 6 months include establishing benchmarks, key areas and stabilising those areas across 3-4 pillars.

Your team of 50+ will support you in establishing those baselines and strategy.

You will already have a strong network of 3-5 direct reports, which means you will be able to hit the ground running and start making your impact.

In addition to that, you will develop close relationships across other teams, particularly Sales, Customer and Service, and Operations, giving you insight and wider exposure into various areas of the business.

Management of several Service Delivery Management and Customer Service functions, driving key operational initiatives to harmonise and improve operational performance and deliver against the commitments of our customers’ contracted services. The scope ofoperations includes both UK and Malaysia.

The Director of Service Delivery Management is responsible for developing & implementing the Service Strategy for our customers. That Strategy will comprise our 'TopX’ customers serviced through the service delivery management team, and the balance of customersserviced through the Customer Service team. The strategy will include the team goals as well as Customer experience automation & self-service.

- Achieve CX goals relating to reference account targets, Churn & Retention
- To affect a measurable step change in productivity and KPI performance by operationalising standard ITIL Service management business processes, KPIs, targets & measurement, and implementing automation & self-service capability
- Seed & grow the function offshore
The Director of Service Delivery Management will constantly consider people and customer centric aspects and impacts to create a great place to work for employees, focussed on driving improvements to our customers’ experience.

To really succeed, you will need to have had that exposure working in a hyper growth enterprise, with resilience and the right attitude to tackle a £200-500 million turnover business.

A firm grounding in ITIL and processes is a major part of who you are, with a demonstrated understanding of sales and business processes.

**Responsibilities**:

- **Account Level Management**

Ensure that targets are met at both a customer and functional level for the following: The delivery and consumption of contracted services, aged debt, retention and churn activities, general account maintenance activities as relates to customer and businessdocumentation
- **Service Level Management**

Ensure that targets are met at both a customer and functional level for the following: The performance of the contracted service as defined by our Service Description, Schedules and SLA’s, Service Credit Management
- **Customer Experience Management**

Ensure that targets are met at both a customer and functional level for the following: Account governance and stakeholder management, Voice of the Customer targets
- **Functional Management**

Ensure the SDM account portfolios are synchronised through collaboration with Sales and that pipeline is a factor for organisational planning and account to SDM alignment

**Experience**:

- 10 years in Service Delivery Management at senior levels
- Demonstrable ITIL implementation experience in terms of standard operating procedures and new innovative initiatives
- Building, creating target operating models for, and leading customer facing teams of 50+, managers and individual contributors
- Customer & business relationship building and growing at all levels, including C level
- Strong experience in negotiating resolutions with customers, and identifying sales opportunities and working with Account Management to drive delivery led growth
- Experience in designing and setting KPI and targets and managing to budget, and all associated reporting
- Strong and demonstrable experience of sales processes and systems
- Broad knowledge of IT environments, tooling, systems, and business impacts
- Ability to design and manage complex organizational structures and teams to facilitate high-quality service delivery and operational efficiencies
- Self-driven, collaborative approach with a desire to inspire teams and evangelise customer experience

If the role of Director of Service Delivery Management is right for you, please forward your CV to us and a specialist recruiter will be in contact with you immediately.

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