The Role
:
As a Service Delivery Lead you will be working in a customer facing role which is responsible for the overall service management taking accountability and responsibility for the day to day operational delivery assurance of managed services across a large complex programme.
Day-to-day, you will be responsible for the day to day running of the agreed service operations strategy, ensuring that key performance indicators and opportunities for improvements are identified appropriately.
Your responsibilities will include:
1. Ensuring the delivery of all services within the QinetiQ portfolio are compliant with the expectations, contractual obligations of the business and its customers
2. Driving overall customer excellence in order to improve customer satisfaction
3. Solving complex problems ensuring risks are minimised and the continuation of services delivered
4. Ensuring all service delivery staff are provided with relevant and consistent training in line with business needs
5. Influencing key stakeholders and decision makes through the promotion of Service Operations strategies
6. Accountability for the management and day to day operations of the QinetiQ service desk and third parties
Essential experience of the Service Delivery Lead:
7. The ability to lead a service delivery team with a strong competency of ITIL
8. Previous experience in managing service delivery proposition within large and complex organisations
9. Proven experience analysing data and information to make informed decisions
10. A Strong operational understanding of service supply chains and the ability to engage with customers across multiple levels
11. Previous experience driving customer excellence and solving complex issues
12. Prior experience of service delivery concepts and techniques
Essential qualifications for the Service Delivery Lead:
We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.
This role is 37 hours per week based at Malvern and is fully on-site.
Please note DV clearance will be required for this role
Malvern
The Malvern facility is noted for its work in electronic warfare, surveillance and complex system integration, contributing significantly to the UK’s defence capabilities. Developing technologies for military and civilian applications, including sensors, communications and cyber security
Why Join QinetiQ?
As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.
As a QinetiQ employee, you’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Visit our website to read more about our diverse and inclusive workplace culture.
Our Benefits
13. Matched contribution pension scheme, with life assurance
14. Generous holiday allowance, with the option to purchase additional days
15. Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
16. Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
17. We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme
18. Volunteering Opportunities - helping charities and local community
Our Recruitment Process:
We want to make sure that our recruitment process is as inclusive as possible and we aspire to bring out the best in our candidates by creating an environment where everyone feels value, heard and supported. If you have a disability or health condition that may affect your performance in certain assessment types, please speak to your Recruiter about potential reasonable adjustments.
Many roles in QinetiQ are subject to national security vetting being completed, applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. A number of roles are also subject to additional restrictions, which mean factors such as nationality or previous nationalities may affect the roles that you can be employed in.
Please note that all applicants for this role must be willing to go through DV Clearance.