Head of Service Delivery

Head of Service Delivery Installation Management The Head of Service Delivery – Installation Management is responsible for leading the end-to-end delivery of installation programmes across Arqiva’s contract portfolio. This role ensures value creation for both Arqiva and its customers by driving safe, high-quality execution. Key responsibilities include overseeing installations, audits, and performance reporting, while effectively coordinating orders to meet project timelines and ensure customer satisfaction. Location: Hybrid working with weekly visit to an Arqiva office Daventry (Winchester, London, Huddersfield) as and when required and visits to the customer. Total Package * Up to £90k depending on experience + 15% bonus * Business Vehicle * 6% pension contribution * Private Medical * 25 days annual leave Role Purpose To deliver revenue into the business in line with expectations of specific programmes and being responsible for the customer experience during programme delivery. Ensure all delivery KPI’s are met in line with the contract, including programme deliverables and consumer satisfaction. The role * Establish, lead, and manage both internal teams and contract partner installation teams to deliver customer installation plans on time, within budget, to the required quality standards, and with a strong focus on safety. * Develop and maintain strong relationships with key stakeholders across Arqiva and its customer base, ensuring alignment, collaboration, and mutual value delivery. * Oversee the implementation of installation contracts, ensuring that all parties meet their obligations within the stipulated timelines. * Monitor ongoing performance and ensure compliance with terms, including deliverables, payment schedules, and service levels. * Maintain records of all major contracts and related documentation. * Identify potential risks associated with installation contracts and proactively develop strategies to mitigate these risks. * Address issues of non-compliance or disputes, ensuring timely resolution through negotiation or legal channels. * Advise senior management on contractual risks and propose solutions. * Monitor and analyse contract performance, ensuring that all KPIs and deliverables are met. * Prepare and present performance reports to senior management, highlighting successes and areas for improvement. * Suggest improvements in contract processes, policies, and systems based on experience and feedback. * Keep up to date with water industry best practices, legal developments, and new technologies that may impact contract management. * Develop strong relationships with key suppliers to enable effective management on a day-to-day basis, ensuring planning and delivery of meter deployment plans, and resolution of post install issues. * Develop and lead processes that will ensure the alignment of deployment plans between the customer, Arqiva network build teams and key service providers. * Commercial management of key service providers, ensuring robust processes exist and are operated to enable accurate partner payment. * Accountable for the monitoring and improvement of quality management plans including scorecards to give assurance of installation quality with a view to maximise first time quality installs. The person * Demonstrated expertise in designing, implementing, and sustaining operating models and organisational structures that consistently deliver contractual value. * Significant experience in contract management with a focus on high value and high-volume contracts. * Proven experience in a senior leadership role overseeing installation teams, with a focus on managing both internal teams and third-party contractors while maintaining a strong customer focus. * Exceptional leadership, communication, and interpersonal skills, with the ability to manage, motivate, and develop both internal teams and third-party teams. * Strong analytical and problem-solving skills, with the ability to identify and resolve issues related to contractor and internal team performance, project delivery, and customer satisfaction. * Significant experience acting as a programme/project lead, managing multiple workstreams and partners to deliver the required outcome. * Excellent communication skills, both written and verbal, with the ability to engage stakeholders at all levels. We are the undisputed leader in UK TV and radio broadcast, and the UK’s leading Smart utilities platform, directly shaping the future of connectivity. Through our established infrastructure we ensure that media and data are delivered exactly where they’re needed most, whether it’s bringing content to your TV or radio or transmitting data from your smart meter to your utility provider – chances are our services are a part of your daily life, seamlessly connecting you through our behind-the-scenes technology. With an impressive history and an innovative future ahead of us, leading the transition of global media distribution to cloud based solutions and creating scalable solutions for new connectivity sectors – you’ll have many opportunities to develop and grow your unique career with us. Why Arqiva? Reward . Connection . Growth At Arqiva, we believe in supporting you to be your best, both at work and outside of it. That’s why our rewards and benefits go far beyond your pay; take a look at our totalreward2025 booklet. Here, you’ll find endless opportunities to connect, whether that’s with colleagues through our internal networks and events or by making a difference in the communities where we work. And when it comes to your career, we’re committed to helping you grow. Whether you want to become a specialist in your field or climb to the top, we’ll support you every step of the way