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- Tasks: Lead IT service delivery, ensuring top-notch support and stakeholder satisfaction.
- Company: Join a dynamic team focused on optimizing IT services and enhancing user experience.
- Benefits: Enjoy opportunities for travel, professional growth, and a collaborative work environment.
- Why this job: Make a real impact by improving service delivery and driving innovation in IT.
- Qualifications: 2+ years in a leadership role, ITIL v4 certification preferred, strong project management skills.
- Other info: This role may require travel to UK and overseas sites.
The predicted salary is between 48000 - 84000 £ per year.
Job Title: Head of Service Delivery Location: Head of Strategy & Governance, Head of Technology, Head of Security
THE ROLE – Head of Service Delivery
The Head of Service Delivery is responsible for the IT department meeting end-user demands, solving stakeholder problems, and driving stakeholder satisfaction with IT services. The Head of Service Delivery is accountable for the performance of the Service Desk, Incident and Problem Management. All new IT services will be planned, designed and delivered under the direction of the Head of Service Delivery.
Key Responsibilities for the Head of Service Delivery include: (Service Management
- Monitoring and managing desktop support, responsible for IT services desk, and VIP support functions to ensure optimal service.
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation.
- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources.
- Performance and Quality Management
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
- Providing accurate and regular reports to the management on the performance of the service delivery.
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Deep understanding of service management principles, frameworks (ITIL), and best practices
- Excellent knowledge of incident management, problem management, change management, and service level management
- Leadership qualities to guide and motivate team members
- Strong project management skills
- Required Work Experience
- Minimum 2 years of experience in a leadership role in Service Delivery
- Experience with budgeting, cost management, and financial planning
ITIL v4 certification preferred
This role may involve travel to both UK and overseas sites.
If you are interested in this role then please apply for immediate consideration.
Senior Service Delivery Manager & Customer Experience employer: Ascent People Ltd
Contact Detail:
Ascent People Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager & Customer Experience
✨Tip Number 1
Familiarize yourself with ITIL principles and frameworks, as they are crucial for the Head of Service Delivery role. Consider obtaining an ITIL v4 certification if you haven't already, as this will demonstrate your commitment to service management best practices.
✨Tip Number 2
Highlight your leadership experience in service delivery roles during networking events or discussions. Building relationships with industry professionals can provide valuable insights and potentially lead to referrals for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery processes in previous roles. Being able to articulate your impact on performance and customer satisfaction will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in service management and technology support. This knowledge will not only help you in interviews but also show that you're proactive about driving future demand and optimizing service delivery.
We think you need these skills to ace Senior Service Delivery Manager & Customer Experience
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Head of Service Delivery position. Tailor your application to highlight your relevant experience in service management and leadership.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous leadership roles in service delivery, particularly any experience with ITIL frameworks, incident management, and performance management. Use specific examples to demonstrate your impact.
Showcase Leadership Skills: Since this role requires strong leadership qualities, be sure to include examples of how you've successfully guided and motivated teams in the past. Mention any training or mentoring experiences that showcase your ability to develop others.
Tailor Your Application: Customize your cover letter to reflect your understanding of the company's needs and how your skills align with their goals. Mention your familiarity with budgeting and financial planning as it relates to service delivery.
How to prepare for a job interview at Ascent People Ltd
✨Showcase Your Leadership Skills
As a Senior Service Delivery Manager, you'll need to demonstrate your leadership qualities. Prepare examples of how you've successfully guided and motivated teams in previous roles, focusing on specific outcomes and improvements.
✨Understand ITIL Frameworks
Since the role requires a deep understanding of service management principles and ITIL frameworks, be ready to discuss your experience with these methodologies. Highlight any relevant certifications and how you've applied these principles in real-world scenarios.
✨Prepare for Performance Management Questions
Expect questions about performance and quality management. Be prepared to discuss how you've implemented improvement activities, provided performance reports, and ensured high service delivery standards in your past roles.
✨Demonstrate Stakeholder Engagement
Building strong relationships with stakeholders is crucial. Prepare to share examples of how you've effectively communicated and collaborated with different departments to enhance service delivery and meet customer expectations.
