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For Companies At a Glance
- Tasks: Lead a dynamic team to ensure top-notch service delivery across global operations.
- Company: ICG is a leading private equity firm with $100bn in assets, focused on sustainable growth.
- Benefits: Enjoy a competitive benefits package that supports your wellbeing and promotes inclusivity.
- Why this job: Join a culture of excellence and innovation, making a real impact in the investment world.
- Qualifications: Proven leadership experience, strong commercial acumen, and expertise in service delivery management required.
- Other info: This role offers the chance to work in a fast-paced, agile environment with global reach.
The predicted salary is between 43200 - 72000 £ per year.
Department: Corporate Business Services – IT
What the Hiring Manager says….
ICG is seeking a dynamic leader to join our Corporate Technology Services (CTS) team. As the Head of Service Delivery, you will be responsible for shaping a team that can support ICG’s continued growth whilst instilling a culture of quality first service excellence. You will be working in an agile and fast-paced environment, shaping and leading a geographically dispersed team. The ideal candidate will possess a high degree of commercial acumen and be comfortable tightly managing large operational spend and project budgets.
Summary of our opportunity
ICG are looking for an experienced service delivery professional to join our team. Primarily based in London, this role has responsibility for the day-to-day leadership and oversight of our primary global outsourced services – IT Service Desk, Facilities Management and Real Estate functions, ensuring the services provided to ICG are efficient, quality-focused, and commercial. The Head of Service Delivery will report into the Head of Corporate Technology Services (CTS) and will form part of the CTS leadership team.
ICG is a private equity investment firm with US$100bn of assets under management (AUM). We provide capital to help businesses develop and grow. We have a unique business model that focuses on creating sustainable value by partnering with ambitious businesses and developing long-term resilient relationships with our partners to deliver value for clients, shareholders, and employees. We use our position of influence to positively impact the environment and society.
ICG’s entrepreneurial culture, breadth of investment strategies, and well-capitalized platform enable us to sustain business activity throughout economic cycles. We have a global marketing team and a local presence with a global network of outstanding professionals.
ICG’s business model is designed to deliver long-term stakeholder and societal value. We operate with purpose and drive outstanding performance. We offer a range of investment strategies and financing solutions that are flexible and sustainable.
Primary Responsibilities
As the Head of ICG’s Service Delivery, you will be responsible for providing guidance and support to your team members, ensuring that they are meeting their targets and delivering high-quality services to our clients. ICG engage strategic outsourced partners in order to scale out in line with our expanding international teams. You will oversee our outsourced global 24x7x365 service desk and ensure that our clients are receiving the highest level of service possible. Additionally, you will be responsible for the oversight of our outsourced London facilities management and reception teams, liaising with Office Managers across ICG’s 18 international offices to ensure smooth day-to-day operations in support of ICG’s business functions.
You will also oversee ICG’s global real estate portfolio, including lease negotiations, as well as ensuring that our properties are being managed effectively and efficiently. You will maintain oversight of IT and facilities management Operational budgets ensuring that spend is managed effectively and that we are achieving our financial targets.
Beyond managing the service itself, you will own the relationship with our outsourced partners, monitoring performance against SLA, co-developing service improvement plans and controlling spend against budget.
Key Requirements/ Qualifications
- Proven leadership (own team and 3rd parties) – physical and geographically dispersed virtual teams
- Track record of maintaining service levels, service improvement and quality demonstrated through effective KPIs
- Able to operate commercially, maintaining budgetary compliance
- Vendor and stakeholder management skills
- Project management and resource planning skills
- Knowledge of procurement and vendor selection processes
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Knowledge of toolsets underpinning service management, employee feedback and analytics
- Experience of AI technologies, virtual assistants to promote self-help capabilities
- Knowledge of the information technology infrastructure library (ITIL)
- Contracts and lease management
Our Global Benefits Framework is centred around these 3 key attributes:
- Wellbeing – Supporting your mental, physical and financial wellbeing as well as your lifestyle needs.
- Inclusivity – Fit for purpose and competitive, no matter who or where you are.
- Longevity – Long Term and sustainable in design.
About Us
Our Purpose
Creating value by providing capital to help businesses develop and grow through private and public markets.
Our Vision
Global leadership in alternative asset management, focusing on a core set of outstanding products and creating value for shareholders, clients and employees.
Our Culture
Our culture centres around long-term relationships with a wide range of stakeholders; sustainable investment excellence; and a world class team demonstrating integrity, diversity and collaboration.
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Head of Service Delivery employer: Intermediate Capital Group
Contact Detail:
Intermediate Capital Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Delivery
✨Tip Number 1
Familiarize yourself with ICG's business model and values. Understanding how they create sustainable value through partnerships will help you align your leadership style with their culture, showcasing your fit for the role.
✨Tip Number 2
Highlight your experience in managing geographically dispersed teams. Be prepared to discuss specific examples of how you've successfully led remote teams and maintained service levels across different locations.
✨Tip Number 3
Demonstrate your commercial acumen by preparing to discuss your experience with budget management and operational spend. Show how you've effectively controlled costs while improving service delivery in previous roles.
✨Tip Number 4
Be ready to talk about your vendor management skills. Share examples of how you've built strong relationships with outsourced partners and improved service levels through effective performance monitoring and collaboration.
We think you need these skills to ace Head of Service Delivery
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 delivery, leadership, and budget management.
Highlight Leadership Experience: Emphasize your proven leadership skills, especially in managing both in-house teams and third-party vendors. Provide specific examples of how you've maintained service levels and driven service improvements through effective KPIs.
Showcase Commercial Acumen: Demonstrate your ability to operate commercially by detailing your experience with budget management and vendor relationships. Include any relevant metrics or achievements that showcase your success in managing operational spend.
Tailor Your CV and Cover Letter: Customize your CV and cover letter to reflect the key qualifications mentioned in the job description. Use industry-specific language and focus on your experience with ITIL, project management, and service delivery processes.
How to prepare for a job interview at Intermediate Capital Group
✨Showcase Your Leadership Experience
As the Head of Service Delivery, demonstrating your leadership skills is crucial. Prepare examples of how you've successfully led teams, especially in a geographically dispersed environment, and highlight any specific achievements in service delivery.
✨Emphasize Commercial Acumen
The role requires a strong understanding of managing operational spend and project budgets. Be ready to discuss your experience with budget management and how you've ensured financial targets are met while maintaining service quality.
✨Discuss Vendor Management Skills
Since you'll be overseeing outsourced partners, it's important to convey your vendor management experience. Share specific instances where you've improved service levels through effective relationship management and performance monitoring.
✨Prepare for Questions on Service Improvement
Expect questions about how you maintain service levels and implement improvements. Have examples ready that demonstrate your ability to use KPIs effectively and your knowledge of service management tools and methodologies like ITIL.
