Head of Service Delivery

4 days ago

London, United Kingdom Concept Resourcing Full time

Head of Service Delivery - Service Delivery - Hybrid - WFH - London - West Midlands - Management - Cloud - ITIL - Matrix Management - £70,000 - £80,000 + excellent benefits
Concept Resourcing are working with an excellent Managed Services Provider who are experts in their field and pride themselves on delivering exceptional solutions, to enable their clients to grow by providing Hybrid Cloud solutions.
**Head of Service Delivery**
**London / West Midlands / Remote**
**£70,000 - £80,000 + benefits package**
**Full Time, Permanent**
As the Head of Service Delivery you will be responsible for delivering and exceeding client satisfaction. You pride yourself on client satisfaction and engagement, through industry leading delivery models, supporting both efficiency and growth activities resultingin a direct contribution to growth and profitability.
As the Head of Service Delivery, your responsibilities will include:

- Being the owner of the Service Delivery Management function and accompanying analytical teams
- Working closely with other functional teams to identify and recognise growth opportunities
- Ownership of the CSAT and NPS processes and cycles that drive and measure Customer Engagement and Satisfaction levels
- Continual growth and development of the team, through focused training and mentoring
- Identification and mitigation of key risks (Operational and commercial) emerging from Service Delivery engagements
- Maintain strong vendor relationships to drive continual service improvement
- Being a key escalation point for team and customer requirements

As the Head of Service Delivery you enjoy motivating, mentoring, and supporting personal development and career progression. You will lead your teams in the delivery of operational and strategic initiatives to exceed client expectations and introduce efficienciesand maximise revenue growth. You will also;
- Own the measurement of client satisfaction (CSAT and NPS) on a continual basis, reporting trends and outcomes monthly to drive and measure improvement.
- Hold monthly reviews with key internal stakeholders to review CSAT performance in their areas, ensuring there are clear plans from each area to address and remedy identified concerns and issues.
- Build productive internal relationships with Sales, Pre-sales, and other Delivery teams to ensure collective awareness of all client opportunities, smoother on-boarding and transitional experiences are delivered.
- Continually Grow your role, by seeking development and mentoring opportunities that will help both yourself and the Service Delivery function as a whole.
- Seek opportunities to both identify and execute upon initiatives that will drive standardisation, with the focus being improved customer experience and driving efficiencies

To be considered for the position of Head of Service Delivery you will:

- Have significant technical awareness of portfolio offerings (Cloud, Data Protection, Cyber)
- Be process driven with a working knowledge of ITIL processes
- Have strong commercial awareness
- Have excellent interpersonal and people management skills and a proven track record of motivating teams and developing people
- Be experienced in working in a Matrix Management environment
- Be confident in managing conflict and handling objections effectively

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