Head of Service Delivery

***6 month FTC*** ***5 days a week on site Hemel Hempstead***

Job Profile:

We are looking for a strategic and visionary Contract Head of Service Delivery to oversee our customer services and service desk operations, ensuring we consistently exceed customer expectations. This role will manage a Service Delivery Manager and a Technical Manager, and be responsible for implementing and optimising ITSM systems, specifically Halo, to enhance service delivery processes.

Responsibilities:

• Execute and drive the strategic vision for service delivery, aligning with company goals.
• Oversee the day-to-day operations of customer services and the service desk, ensuring efficiency and effectiveness.
• Manage, mentor, and provide guidance to the Service Delivery Manager and Technical Manager while acting as a point of escalation.
• Implement and optimise ITSM systems (Halo) to improve service delivery processes.
• Lead recruitment efforts for new positions as they become available.
• Monitor service performance metrics, identifying areas for continuous improvement.
• Ensure compliance with industry standards and best practices.
• Collaborate across departments to ensure smooth integration and enhanced customer satisfaction.

Skills/Experience:

• Proven experience in a senior service delivery role, preferably within retail or QSR sectors.
• Strong background in IT Service Management (ITSM) systems and successful system implementations.
• Excellent leadership and team management skills.
• Exceptional problem-solving and analytical abilities.
• Strong communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Retail

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