Operational Excellence Leader for Global Technology Services

3 weeks ago

London, Greater London, United Kingdom Intermediate Capital Group Full time
Company Overview
Ideal Capital is a global investment firm that provides capital to help businesses develop and grow through private and public markets. As a leader in alternative asset management, we focus on a core set of outstanding products and create value for shareholders, clients, and employees.

Salary: The salary range for this role is £120,000 - £150,000 per annum.

Job Description:
We are seeking an experienced Operational Excellence Leader to join our Corporate Technology Services team. In this role, you will be responsible for shaping a high-performing team that can support our continued growth while instilling a culture of quality-first service excellence. You will work in an agile and fast-paced environment, shaping and leading a geographically dispersed team. The ideal candidate will possess a high degree of commercial acumen and be comfortable tightly managing large operational spend and project budgets.

Key Responsibilities:
  • Provide guidance and support to team members to ensure they meet their targets and deliver high-quality services to clients.
  • Oversee our outsourced global 24x7x365 service desk and ensure clients receive the highest level of service possible.
  • Oversight of our outsourced London facilities management and reception teams, liaising with Office Managers across our 18 international offices to ensure smooth day-to-day operations in support of our business functions.

Required Skills and Qualifications:
  1. Proven leadership (own team and 3rd parties) – physical and geographically dispersed virtual teams.
  2. Track record of maintaining service levels, service improvement, and quality demonstrated through effective KPIs.
  3. Able to operate commercially, maintaining budgetary compliance.
  4. Vendor and stakeholder management skills.
  5. Project management and resource planning skills.
  6. Knowledge of procurement and vendor selection processes.
  7. In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
  8. Knowledge of toolsets underpinning service management, employee feedback, and analytics.
  9. Experience of AI technologies, virtual assistants to promote self-help capabilities.
  10. Knowledge of the information technology infrastructure library (ITIL).
  11. Contracts and lease management.

Benefits:
  • Wellbeing: Supporting your mental, physical, and financial wellbeing as well as your lifestyle needs.
  • Longevity: Long-term and sustainable in design.

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