Service Delivery Leader

4 weeks ago

London, Greater London, United Kingdom Lane Clark & Peacock LLP. Full time

Lane Clark & Peacock LLP is a leading independent consultancy that uses powerful analytics fused with human expertise to shape a more positive future. We provide market-leading capabilities across pensions and financial services, energy, health, and analytics.

About the Role

We are seeking a talented Service Delivery Leader to play a critical role in achieving our ambition to be an AI-enabled and data-driven organisation. As a key member of our team, you will be responsible for managing a group of seven staff across our London and Winchester offices, ensuring the delivery of exceptional support services.

You will work closely with the Head of Service and Automation to enhance the support function, focusing on efficiency, service quality, and the continuous development of team capabilities and innovations in a growing international environment.

Key Responsibilities:

  • Leading and managing the support team, fostering a culture of excellence, collaboration, and continuous improvement
  • Implementing and refining support capabilities, enhancing efficiency and customer satisfaction through automation and process optimisation
  • Monitoring and analysing performance metrics, leveraging data to drive decision-making and identify areas for improvement and innovation
  • Collaborating with the Head of Service and Automation to identify and implement automation opportunities that drive efficient service delivery and self-service
  • Ensuring the provision of high-quality support services, managing service level agreements (SLAs) to meet or exceed expectations
  • Acting as a point of escalation for complex issues, providing expert guidance and support to resolve challenges efficiently
  • Driving the professional development of team members, identifying training needs and opportunities for growth to build a highly skilled and motivated team
  • Fostering strong relationships with internal stakeholders and third-party vendors, ensuring alignment and collaboration towards shared goals
  • Reporting on key service metrics and insights, demonstrating the impact and value of the support function to the wider organisation
About You

We are looking for a seasoned professional with proven experience in managing support teams, ideally within a technology-focused, demanding, and dynamic commercial environment.

Requirements:

  • Proven track record of delivering exceptional support services, with a focus on efficiency, quality, and innovation
  • Strong leadership and team development skills, with a track record of building cohesive, high-performing support teams
  • Excellent analytical and problem-solving abilities, with experience in using data to inform decision-making and improve service delivery
  • Knowledge of ITIL and other relevant service management frameworks, with a practical understanding of how to apply them for optimal results
  • Exceptional communication and interpersonal skills, capable of building strong relationships across all levels of the organisation
  • Agile and adaptive, able to navigate changing priorities and challenges with a solution-focused approach

Salary: £60,000 - £80,000 per annum

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