Service Delivery Director

3 days ago


Hemel Hempstead, Hertfordshire, United Kingdom Vector Resourcing Full time

Vector Resourcing seeks a seasoned Service Delivery Director to lead and optimize service delivery across multiple locations.

About the Role

This is a fully office-based position based in Hemel Hempstead with travel to Manchester. The successful candidate will be responsible for ensuring consistency, quality, and high performance within the service desk and support teams.

Key Responsibilities:

  • Lead and manage service delivery teams across multiple sites.
  • Oversee daily operations of service desks, ensuring timely resolution of customer issues.
  • Monitor service performance to maintain compliance with SLAs and OLAs.
  • Develop and implement standardised processes for consistent service delivery.
  • Act as the primary escalation point for customer issues, ensuring swift resolution.
  • Analyse performance metrics to drive continuous improvement.
  • Prepare detailed reports on service desk performance and trends.
  • Foster team collaboration, morale, and professional development.
  • Conduct site visits to ensure adherence to standards and policies.

Salary: £60,000 - £80,000 per annum.

Required Skills and Qualifications:

  • Proven experience in service delivery management and leading service desk teams.
  • Strong understanding of SLA/OLA management and service performance analysis.
  • Excellent leadership, communication, and interpersonal skills.
  • Analytical mindset and ability to implement standardised processes.
  • Calm under pressure with the ability to reprioritise as needed.


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