Service Delivery Lead

4 weeks ago

London, United Kingdom Scrumconnect Limited Full time

Location: United Kingdom (Remote/Flexible)
Type: Contract 3 months rolling contract

Role Overview:

The Service Delivery Lead oversees the delivery of services and technology solutions, ensuring that client expectations are met or exceeded. This role involves managing service delivery teams, overseeing project implementations, and maintaining high levels of service quality and efficiency. The Service Delivery Lead works closely with clients, IT teams, and stakeholders to ensure smooth and effective service delivery aligned with business goals and objectives.

Responsibilities and Duties:

  • Responsible for delivering the agreed outcomes with the Head of Platform Operations.

  • Use a variety of Agile and Lean tools and techniques to help the team maintain a delivery cadence that keeps it focused on delivering value against the product vision.

  • Set the end-to-end vision for projects

  • Manage major incidents along with the teams to ensure the right focus for resolution within the SLA.

  • Conduct RCA with the team and come up with improvements plan

  • Co-ordinate the delivery demand process through constructive and collaborative relationships with HMCTS stakeholders, other suppliers and third-parties.

  • Ensure appropriate project governance arrangements are developed and followed throughout the project.

  • Formulate staffing plan for subsequent phases.

  • Maintain and manage RAID log.

  • Monitor knowledge transfer and upskilling of client staff

  • Lead and manage service delivery teams to achieve excellent performance, service quality, and customer satisfaction.

  • Oversee the implementation of service delivery projects, ensuring they are delivered on time, within scope, and budget, and meet or exceed quality standards.

  • Develop and maintain strong relationships with clients, understanding their needs and ensuring services are aligned with their business goals.

  • Monitor and report on service delivery metrics and performance, implementing continuous improvement initiatives to enhance service quality and efficiency.

  • Ensure compliance with service management best practices and standards, such as ITIL, and maintain relevant documentation and service level agreements (SLAs).

  • Manage and resolve service delivery issues and escalations, ensuring effective communication and stakeholder management throughout the process.

  • Collaborate with other departments, such as IT, sales, and finance, to ensure cohesive and integrated service delivery.

  • Contribute to the strategic planning and development of service delivery offerings, identifying opportunities for growth and improvement.

  • Lead by example, fostering a culture of excellence, accountability, and continuous improvement within the service delivery team.

Qualifications:

  • Bachelor’s degree in Computer Science, Business Administration, or a related field.

  • Proven experience in a service delivery leadership role, with a strong track record of managing teams and delivering high-quality services.

  • Solid understanding of service management frameworks and best practices, such as ITIL.

  • Excellent project management skills, with experience in managing complex projects and multiple stakeholders.

  • Strong problem-solving abilities and customer-focused approach to service delivery.

  • Excellent communication and interpersonal skills, with the ability to engage effectively with clients, team members, and senior management.

  • Ability to work under pressure, manage priorities, and maintain a focus on quality and customer satisfaction.

Application Process:
Interested candidates are invited to submit a CV and a cover letter detailing their experience in cloud architecture, their approach to maintaining security and compliance in cloud operations, and why they are excited to join Scrumconnect Consulting.

At Scrumconnect Consulting, we are passionate about fostering a diverse and inclusive workplace. We encourage applications from all qualified individuals, regardless of background.

Embark on a rewarding career path with Scrumconnect Consulting, where you can make a real difference in shaping the future of public sector digital services



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