Head of Service Excellence

3 weeks ago


Hemel Hempstead, Hertfordshire, United Kingdom Vector Resourcing Full time

We are seeking an experienced Head of Service Excellence to join our team at Vector Resourcing.

About the Job

This is a key role that requires strong leadership and analytical skills to drive continuous improvement within the service desk and support teams.

Key Responsibilities:

  1. Lead and manage service delivery teams across multiple sites.
  2. Develop and implement standardised processes for consistent service delivery.
  3. Act as the primary escalation point for customer issues, ensuring swift resolution.
  4. Analyse performance metrics to drive continuous improvement.
  5. Prepare detailed reports on service desk performance and trends.

Skills and Experience:

  • 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.

Salary: £65,000 - £85,000 per annum.



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