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Director of Service Delivery
2 months ago
**Job Title:** Director of Service Delivery
**Company:** Auxilion Ireland
**Location:** Sheffield, UK (on site)
We are seeking an experienced Director of Service Delivery to lead our Service Operations Centre in Sheffield. The successful candidate will be responsible for managing a team of 70+ people and will report to the Group Delivery Director.
Key Responsibilities:
- Lead the operational execution for our remotely supported managed services clients.
- Provide leadership for the End User, Infrastructure and Service Quality teams as they deliver our services into our clients.
- Build on the existing teams and tools, finding efficiencies and improving the use of our toolsets, and drive a continuous improvement mindset to ensure we are constantly identifying and implementing performance improvements.
- Work with the CTO to investigate new tools and service offerings.
- Own and manage business units Profit & Loss (P&L), forecasting, budget, and commercial management.
- Lead, coach and drive performance for your direct team of managers.
- Act as a senior contact for the Operations Centre – engaging with senior executives, CEOs, CTOs and leadership in some of the most highly regarded brands in the UK and Ireland.
- Develop close partnerships and drive collaboration with our Ireland and UK based Customer Experience Managers to ensure flawless delivery to our end customers.
- Align with group sales and the customer experience teams to support account growth.
- Ensure that operational SLA's and targets are met to support the delivery of our services.
- Work with the project team on the transition of new services from project to service delivery.
- Drive employee attraction, engagement and retention – measured through attraction and retention, employee satisfaction, career progression, and talent mobility.
- Best in class service – measured through customer satisfaction surveys and industry benchmarking.
- Commercial performance of P&L – measured through revenue growth and profitability.
Requirements:
- Previous experience of managing large IT support delivery teams, ideally experience working within a managed service provider (MSP) environment.
- People Management
- Financial Management
What We Offer:
- A rare opportunity to take the lead and drive the shared services delivery function for a leading managed services organisation.
- A permanent role with lots of scope to develop and shape your own group.
- A competitive salary and benefits package.
