Head of Service Delivery

Posted 8 August by Eden Global Associates Easy Apply

Job Title - Head of Service Delivery

Location - Fareham and client facing

Salary - Negotiable depending on experience

Benefits - Company car or car allowance

The Company:

They are a UK-based business who are a leading independent provider of telecommunications and the largest Direct Business Partner of O2 in the UK with over 115,000 customers. They have over 25 years' experience working in the mobile industry with a commitment to saving our customers money on their bills, providing savings of over £3m year on year.

They are recognised by O2 for providing our customers with an award-winning service and their passion and focus is built around putting the customer at the heart of everything they do. They offer a wider range of communication solutions including mobile, fixed lines and call; broadband, conferencing and hosted telecoms.

Purpose of the Job: Head of Service Delivery

This role is to provide value to their customers by delivering a high quality, customer focused service delivery function to ensure that service levels and customer expectations are met or exceeded.

This is a key customer interfacing position within the organisation. You will be responsible for managing the service delivery team, assigning customers, ensuring operational and service excellence is achieved at every point in the Managed Service lifecycle and that the services are commensurate with the customers SLAs, as well as upholding the continuous improvement of service quality and customer satisfaction.

Key Responsibilities/Accountabilities: Head of Service Delivery

  • Delivering a customer focused service delivery engagement model
  • Produce technical analytical reports showing trend analysis
  • Attending ad-hoc customer meetings as required
  • Proactively monitor customer cases and to assist in their resolution if necessary
  • Identifying areas for service improvement and service innovation
  • Producing and updating processes and procedures, including associated documentation
  • Ensuring appropriate SLAs and KPIs are implemented and achieved
  • Management and development of the Service Management function
  • Responsible for Service and Business Transformation and Innovation through operational change
  • Manage, develop, mentor and coach a team
  • Responsible for setting and managing departmental and operational P&L, KPIs and targets
  • Escalation Management for the Service Desk, including out-of-hours support
  • Responsible and being the lead for service transition of new contracts and new services
  • Responsible for developing and managing strategic partnerships with third-party suppliers
  • Responsible for weekly, monthly, quarterly and annual customer Service Packs for Service Governance and Review meetings, including ad-hoc reports and Route Cause Analysis
  • Responsible and the lead for producing and implementing ITIL and ISO process and procedures
  • Responsible for Continual Service Improvement Initiatives into all contracts
  • Responsible for achieving Customer Satisfaction targets
  • Support the Commercial team in contractual and SLA/KPI negotiation
  • Provide support and assistance to Sales in business development - customer presentations and tender responses

Essential Criteria: Head of Service Delivery

  • A fountain of knowledge, someone people want to involve, approachable, passionate about their customers
  • People management, demonstrate leadership skills -not through telling people what to do, but through leading by example and providing positive and constructive feedback
  • Large-scale Project management experience, delivering projects within tight timelines
  • Problem-solving - considering and evaluating all relevant factors and then making a decision based on own conclusions
  • Relationship builder - enjoy sharing ideas, discussing issues and valuing the input of peers and colleagues
  • Keep abreast with the latest developments in the IT and Telecoms industry and ensure that R&D is carried out within team
  • Must have the skills and techniques required to identify, assess, understand, and cope with a challenging situation
  • Be able to represent their department and adapt their style to meet the needs of different audiences
  • Experienced dealing with multiple suppliers
  • Excellent product knowledge around on-premise systems, fixed-line solutions and hosted telecom solutions
  • Experienced in managing a service delivery team and onsite engineers
  • Valid driving license

Desirable Criteria: Head of Service Delivery

  • Degree qualified

Key Technologies:

  • On-premise systems
  • Fixed line Solutions
  • Calls, lines and broadband
  • Hosted Telecom Solutions

Required skills

  • Operations
  • Project Management
  • Service Delivery

Reference: 35831302

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