As a Service Delivery Lead, you will work in a customer-facing role responsible for overall service management, accountability, and operational delivery assurance of managed services across a large, complex programme. Your daily responsibilities will include managing service operations, ensuring KPIs are met, and identifying opportunities for improvement.
* Ensuring all services within the QinetiQ portfolio comply with expectations and contractual obligations.
* Driving customer excellence to improve satisfaction.
* Solving complex problems to minimize risks and ensure service continuity.
* Providing relevant training to service delivery staff in line with business needs.
* Influencing stakeholders and decision-makers through promotion of Service Operations strategies.
* Managing the day-to-day operations of the QinetiQ service desk and third-party providers.
Essential experience includes:
* Leading a service delivery team with strong ITIL competency.
* Managing service delivery propositions within large, complex organizations.
* Analyzing data to inform decision-making.
* Understanding service supply chains and engaging with customers at multiple levels.
* Driving customer satisfaction and resolving complex issues.
* Having knowledge of service delivery concepts and techniques.
We value diversity and welcome candidates with different backgrounds and educational experiences, provided they demonstrate the required experience and a willingness to learn.
Join us at QinetiQ, where we create innovative solutions in defense technology and beyond. As a Service Delivery Lead at our Malvern site, you'll work with cutting-edge technology alongside talented professionals. We foster an inclusive environment where diverse perspectives are valued, and teamwork drives our success. Learn more about our culture at our website.
* Matched contribution pension scheme with life assurance.
* Generous holiday allowance, with options to purchase additional days.
* Health Cash Plan, Private Medical Insurance, and Dental Insurance options.
* Employee discount portal for various services.
* Support for the Armed Forces community through the Armed Forces Covenant and Defence Employer Recognition Scheme.
* Volunteering opportunities supporting charities and local communities.
Our recruitment process aims to be inclusive. If you have a disability or health condition affecting assessment performance, discuss potential adjustments with your Recruiter. Many roles require national security vetting, which may be transferable if already held. Some roles have additional restrictions based on nationality.
#J-18808-Ljbffr