As a Head of Service Delivery you will:
* Work closely with the Head of Managed service to ensure performance is at a highest standard.
* Be the senior point of communication with customers
* Develop and implement service management strategy plans in line with business goals.
* Training and support for new starters and existing team members
* Build and maintain effective relationships with all department head ofs, external partners, and vendors to ensure effective Identify knowledge gaps and oversee delivery of training.
* Support the business in the ongoing development of business strategy in line with current and emerging needs.
* Build a robust portfolio of service Delivery
* Ensure the team gather customer satisfaction data and report on trends.
* Drive change within the operational and technical teams to ensure they're delivering to customer contract.
* Ensure operational services deliver to agreed SLA’s and KPI’s
* Ensure effective continual improvement within the team
* Perform regular 1:1’s and set individual goals in line with business goals
What my client will be looking for:
* Proven experience in leading and managing teams within a service delivery environment.
* Understanding of the IT Channel, and the Reseller & End User relationship
* Previous experience within communications platforms.
* Demonstrated success in providing strategic leadership for the development and delivery of services.
* In-depth understanding of service delivery processes and best practices.
* Knowledge of relevant industry standards and regulations related to service delivery.
* Experience in mentoring and coaching team members to achieve high performance.