Head of Service Delivery

**Head of Service Delivery - Glasgow - Up To £80k + Car/Car Allowance + Bonus**

We are seeking a dynamic and motivated individual to assume the role of a leader for a network operations and service delivery team. We require someone with exceptional interpersonal abilities and a strong aptitude for engaging with others. The primary responsibilities of this position include overseeing vital functions such as proactive and reactive maintenance, planned preventative maintenance, 2nd/3rd line support, fault reception/allocation, service management, and network operations. To excel in this role, the ideal

**What you will be doing in the role**:

- Leadership of a team of c30 people, driving a ‘this is my business’ culture
- Overall service delivery ownership and responsibility for meeting contractual KPIs through efficient delivery, and minimising exposure to service credits through poor delivery
- Effectively fulfilling Incident, Problem and Change management
- Ensuring 24/7 service cover is provided, arranging correctly skilled resources to support the network and service operations
- Authority for all operational decisions to ensure the contract is fulfilled to the expected standards
- Supporting the Operations Director in key commercial decision making
- Compliance to Security, Health and Safety and Quality standards
- Regularly review process efficiency and accuracy against current and best practice to ensure any improvements are identified and implemented
- Evaluate opportunities to implement new systems and adapt existing systems to improve the accuracy and efficiency of processing to support the customer deliverables
- OPEX management to budget
- Timely sales recognition and invoicing of all contracted services
- Management third party suppliers
- Providing a senior escalation point for the customer
- Responsible for business continuity

**Experience Required**:

- You will be an inspiring leader with excellent people management skills and the ability to support the development of peers and teams into high performers.
- Excellent customer service, interpersonal, communication and people engagement skills.
- Experience of developing individuals and teams to meet technical capability requirements targets and fulfil technical certification requirements
- Excellent spoken and written English: able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level
- Ability to identify areas for longer term attention and strategic development to mitigate future risk and capitalise on potential opportunity
- Experience of working within the ITIL Framework
- Strong analytical, planning, and organisational skills
- Ability to interpret and utilise financial and commercial information
- Capability to manage multiple workloads and shifting priorities
- Positive approach to learning in role and identifying own development needs as appropriate
- Negotiation skills; including stakeholder management at all levels is essential
- Positive, empathetic, and professional manner
- Able to work under pressure, with a resilient and adaptable approach
- Relevant leadership experience at a senior level
- Relationship management experience with external clients and key internal stakeholders
- Experience in a similar role would be advantageous
- Knowledge across the following resilience disciplines: Service continuity, Major Incident and Problem management, Technology Resilience, and supplier/vendor management
- Good writing and computer / IT literacy skills