(AR9) Head of Service Delivery
£65,000.00 - 70,000.00 Per Annum (Car Allowance & Excellent benefits. )
Head of Service Delivery required for a newly created post within this North West based organisation. You will be required to build out a new service delivery function putting in place the ITIL model including the functions, governance and processes associated with this.
As Head of Service you will be expected to build, manage and lead a new team alongside managing the role out of the service function into the business.
As Head of Service Delivery you will have proven operational service delivery experience, be proficient with ITIL and demonstrate a good understanding of service models and service transition, ensuring that new and amended services are designed such that their resilience and performance matches business need and that their transition to the operational environment is subject to agreed acceptance criteria for business, service, supplier and technical readiness.
Within this role you will also be accountable for the infrastructure and helpdesk teams, with both the infrastructure operations manager and helpdesk manager reporting directly into you. You will also be reporting directly to C-Suite executives so excellent engagements and stakeholder management skills are a must.
Principal accountabilities of your role include:
Develop a new service delivery model based around ITIL and the functions that come with this
Develop and build a new team to deliver the service
Performance management of multiple third-party suppliers, and the governance of internal and external service providers;
Infrastructure and Helpdesk functions
Delivery of all IT services to the business to meet service targets in Service Level Agreements (SLAs);
Strategic, tactical and operational engagement with the business to ensure that service requirements are understood and delivered;
As the successful candidate you will:
Have proven experience of managing and leading teams
Have experience of building and developing a business ready service offering
Demonstrate experience of working in a mixed support environment (internal and external support teams, on and offshore resources, outsourced services);
Demonstrate commercial acumen and negotiating skills
Have extensive knowledge of Service Management methodology - ITIL
Demonstrate the ability to provide effective and clear reporting to senior management;
Have proven influencing skills and the ability to engage effectively with key internal and external stakeholders.
In this role you will have both internal and external clients and will have to come up with clear SLA & OLA from a contractual perspective so experience of service contracts and SAAS would be useful.
This advert is just a snapshot of the role for more information on the client, a confidential discussion around your CV and career – Apply now!