Head of Service Delivery Management

22 hours ago


London, Greater London, United Kingdom Intermediate Capital Group Full time

Job Summary

We are seeking a highly experienced and skilled Service Delivery professional to lead our global service delivery team. As the Head of Service Delivery, you will be responsible for shaping a team that can support our continued growth while instilling a culture of quality-first service excellence.

Key Responsibilities

  • Lead a geographically dispersed team to deliver high-quality services to our clients.
  • Oversee our outsourced global 24x7x365 service desk and ensure that our clients receive the highest level of service possible.
  • Own the relationship with our outsourced partners, monitoring performance against SLA, co-developing service improvement plans, and controlling spend against budget.
  • Develop and implement strategies to improve service delivery, quality, and customer satisfaction.

Requirements

  • Proven leadership experience in service delivery, with a track record of maintaining service levels, service improvement, and quality.
  • Ability to operate commercially, maintaining budgetary compliance.
  • Vendor and stakeholder management skills.
  • Project management and resource planning skills.
  • Knowledge of procurement and vendor selection processes.
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.

About Us

Intermediate Capital Group is a private equity investment firm with US$100bn of assets under management. We provide capital to help businesses develop and grow through private and public markets.



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