Head of Service Delivery

Hays are looking for a Head of Service Delivery where you will be responsible for the delivery of all Managed Services agreements with customers. The role requires an approach to maximising the value to our customers whilst delivering as cost effectively as possible. To deliver this with high levels of customer satisfaction in a cost-effective manner requires a drive for excellent customer service, strong leadership skills, commercial awareness, and experience in aligning with the whole business' objectives.

Hybrid - 3 days a week on site non negotiatable

Permanent

• Manage service performance against SLAs and underpinning KPIs.
• Building ITIL Management Reporting
• Surface key risks and issues early, building effective mitigation and stakeholder management.
• Manage major incidents effectively internally and with customers, including clear communication and follow-up actions.
• Lead, manage, hire and, train engineering and administrative staff.
• Define supporting processes, procedures, and maintenance schedules for consistent performance.
• Set-up and manage ITSM best practices and drive ongoing service maturity.
• Manage customer agreements to optimise profitability.
• Work with the Finance Director to create processes for analysing the costs of service delivery on a per-customer basis.
• Create processes to identify sales opportunities and refer them to the wider business.
• Report costs of delivering services and other qualitative feedback to product management and sales teams.
• Ensure operational processes are efficient and cost-effective.
• Effectively manage costs whilst maintaining the overall customer experience.
• Create capacity & licence management processes in collaboration with our infrastructure team to control costs.
• Collaborate with Professional Services Team to coordinate service commencement.
• Contribute to wider Operations Leadership.
• Engage with Product Management/Development team to provide a smooth introduction of new services.

Experience & Skills A successful candidate will demonstrate a majority or all the skills below and experience.

• Customer focussed - Experience of working in a customer-facing decision-making role.
• Leadership - Strong leadership experience in an IT Service Delivery role to motivate and lead virtual teams and partners.
• Experience of working within an SME focussed Managed Services Provider.
• IT Service Management - ITSM process design and implementation experience.
• Communication - Effective collaboration within a wider organisation and with the board and senior leadership team.
• Budget/Costs/Revenue Ownership - Experience of decision making within the context of maximising the profitability of the department.
• Reporting - Good data analysis to identify problems and present service status to business leaders with appropriate insights.
• Teamwork - Work well as part of a team, provide support to colleagues and demonstrate empathy across other IT functions and business.
• Experience of providing security, backup, hosting, connectivity, cloud, Microsoft 365, or support services to SME customers; Intune, Azure, Sharepoint and AVD

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