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For Companies At a Glance
- Tasks: Lead the IT Service Desk, ensuring top-notch support and stakeholder satisfaction.
- Company: Join a dynamic team focused on delivering exceptional IT services and solutions.
- Benefits: Enjoy opportunities for growth, travel, and a collaborative work environment.
- Why this job: Make a real impact by optimizing service delivery and enhancing user experiences.
- Qualifications: 2+ years in a leadership role, ITIL v4 certification preferred.
- Other info: This role may require travel to UK and international sites.
The predicted salary is between 43200 - 72000 £ 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.
Service Delivery Manager - Service Desk employer: Ascent People Ltd
Contact Detail:
Ascent People Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager - Service Desk
✨Tip Number 1
Familiarize yourself with ITIL principles and frameworks, as they are crucial for the Head of Service Delivery role. Consider obtaining or highlighting your ITIL v4 certification to demonstrate your commitment to service management best practices.
✨Tip Number 2
Showcase your leadership qualities by preparing examples of how you've successfully guided and motivated teams in previous roles. Be ready to discuss specific situations where you improved service delivery or resolved stakeholder issues.
✨Tip Number 3
Research common challenges faced in service delivery management and think about strategies you've implemented to overcome similar obstacles. This will help you articulate your problem-solving skills during discussions.
✨Tip Number 4
Network with professionals in the IT service management field to gain insights into current trends and expectations. Engaging with industry peers can provide valuable information that may set you apart from other candidates.
We think you need these skills to ace Service Delivery Manager - Service Desk
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 minimum 2 years of experience in a leadership role within Service Delivery. Provide specific examples of how you've managed service desks, improved performance levels, and driven stakeholder satisfaction.
Showcase ITIL Knowledge: Since the job mentions a preference for ITIL v4 certification, be sure to include any relevant certifications or training you have in IT service management frameworks. Discuss how you've applied these principles in your previous roles.
Demonstrate Leadership Skills: Use your application to illustrate your leadership qualities. Mention experiences where you've guided teams, managed personnel, and built strong relationships with stakeholders to enhance service delivery.
How to prepare for a job interview at Ascent People Ltd
✨Understand Service Management Principles
Make sure you have a solid grasp of service management principles, especially ITIL frameworks. Be prepared to discuss how you've applied these principles in your previous roles and how they can enhance service delivery.
✨Showcase Leadership Experience
Highlight your leadership qualities by sharing specific examples of how you've guided and motivated teams in the past. Discuss any challenges you faced and how you overcame them to achieve team goals.
✨Prepare for Performance Management Questions
Expect questions about performance and quality management. Be ready to explain how you've implemented improvement activities in service delivery and how you measure success through reports and metrics.
✨Demonstrate Relationship-Building Skills
Emphasize your ability to build strong relationships with stakeholders and teams. Share examples of how effective communication has led to successful collaborations and improved service delivery outcomes.
