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Head of Service Management

2 months ago

Lancaster, Lancashire, United Kingdom Hamilton Barnes ???? Full time
About the Role

Hamilton Barnes is seeking a highly experienced Senior Service Delivery Director to lead our Service Management team. As a trusted Managed Services Provider, we deliver excellence to our public sector clients, and this role is critical to our ongoing growth and success.

Key Responsibilities
  • Lead and oversee a team of Service Delivery Managers across various client accounts, ensuring seamless service delivery and meeting contractual obligations.
  • Facilitate the smooth transition of new services from projects to Business as Usual (BAU), ensuring minimal disruption to clients.
  • Develop and maintain accurate documentation of operational processes for customer reporting, ensuring transparency and accountability.
  • Build and maintain strong relationships with clients, ensuring Service Level Agreements (SLAs) are met and exceeded.
Requirements
  • Proven experience leading Service Delivery Managers and managing complex client needs.
  • Success in service delivery, with a strong track record of meeting or exceeding client expectations.
  • Good broad technical knowledge, with a focus on ITIL Service Management principles.
  • Strong knowledge of Incident, Change, Problem, and Major Incident Management.
  • Excellent client engagement skills, with experience working with government and private sector clients.
What We Offer
  • Pension Scheme
  • Health Insurance
  • Life Assurance
  • 25 days annual leave (with the option to purchase more)