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- Tasks: Lead service delivery operations and ensure customer satisfaction in a dynamic environment.
- Company: Join QinetiQ, a leader in defence technology and innovation, shaping the future.
- Benefits: Enjoy a matched pension scheme, generous holidays, health plans, and employee discounts.
- Why this job: Be part of a diverse team tackling complex challenges and making a real impact.
- Qualifications: Experience in service delivery and ITIL; open to various backgrounds and a willingness to learn.
- Other info: This role is fully on-site in Malvern and requires DV clearance.
The predicted salary is between 43200 - 64800 £ per year.
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Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow we are creating it. From cutting edge defence technology to ground breaking innovations our mission is to empower and protect lives. Join us as a Service Delivery Lead at our Malvern site, where you will have the opportunity to work with cutting-edge technology in partnership with some of the most brilliant minds.
The Role:
As a Service Delivery Lead you will be working in a customer facing role which is responsible for the overall service management taking accountability and responsibility for the day to day operational delivery assurance of managed services across a large complex programme.
Day-to-day, you willbe responsible for the day to day running of the agreed service operations strategy, ensuring that key performance indicators and opportunities for improvements are identified appropriately.
Your responsibilities will include:
- Ensuring the delivery of all services within the QinetiQ portfolio are compliant with the expectations, contractual obligations of the business and its customers
- Driving overall customer excellence in order to improve customer satisfaction
- Solving complex problems ensuring risks are minimised and the continuation of services delivered
- Ensuring all service delivery staff are provided with relevant and consistent training in line with business needs
- Influencing key stakeholders and decision makes through the promotion of Service Operations strategies
- Accountability for the management and day to day operations of the QinetiQ service desk and third parties
Essential experience of the Service Delivery Lead:
- The ability to lead a service delivery team with a strong competency of ITIL
- Previous experience in managing service delivery proposition within large and complex organisations
- Proven experience analysing data and information to make informed decisions
- A Strong operational understanding of service supply chains and the ability to engage with customers across multiple levels
- Previous experience driving customer excellence and solving complex issues
- Prior experience of service delivery concepts and techniques
Essential qualifications for the Service Delivery Lead:
We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.
This role is 37 hours per week based at Malvern and is fully on-site.
Please note DV clearance will be required for this role
Malvern
The Malvern facility is noted for its work in electronic warfare, surveillance and complex system integration, contributing significantly to the UK’s defence capabilities. Developing technologies for military and civilian applications, including sensors, communications and cyber security
Why Join QinetiQ?
As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.
As a QinetiQ employee, you’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Visit our website to read more about our diverse and inclusive workplace culture.www.qinetiq.com/en/careers/life-at-qinetiq
- Matched contribution pension scheme, with life assurance
- Generous holiday allowance, with the option to purchase additional days
- Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
- Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
- We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme
- Volunteering Opportunities – helping charities and local community
Our Recruitment Process:
We want to make sure that our recruitment process is as inclusive as possible and we aspire to bring out the best in our candidates by creating an environment where everyone feels value, heard and supported. If you have a disability or health condition that may affect your performance in certain assessment types, please speak to your Recruiter about potential reasonable adjustments.
Many roles in QinetiQ are subject to national security vetting being completed, applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. A number of roles are also subject to additional restrictions, which mean factors such as nationality or previous nationalities may affect the roles that you can be employed in.
Please note that all applicants for this role must be willing to go through DV Clearance.
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Service Delivery Lead employer: QINETIQ LIMITED
Contact Detail:
QINETIQ LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Lead
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role heavily relies on service delivery frameworks. Consider obtaining relevant certifications or attending workshops to demonstrate your commitment and knowledge in this area.
✨Tip Number 2
Network with current or former employees of QinetiQ, especially those in similar roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer excellence in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving skills.
✨Tip Number 4
Research QinetiQ's recent projects and innovations in defence technology. Being knowledgeable about their work will not only impress your interviewers but also show your genuine interest in contributing to their mission.
We think you need these skills to ace Service Delivery Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Service Delivery Lead position. Understand the key responsibilities and required skills, such as ITIL knowledge and experience in managing service delivery within complex organisations.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the role. Emphasise your leadership skills, problem-solving abilities, and any previous roles where you improved customer satisfaction or managed service delivery teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific examples of how your experience meets the requirements listed in the job description, particularly your ability to drive customer excellence and manage operations.
Highlight Relevant Qualifications: If you have any certifications related to service delivery or ITIL, be sure to mention them in your application. This will demonstrate your commitment to professional development and your suitability for the role.
How to prepare for a job interview at QINETIQ LIMITED
✨Understand the Role
Make sure you have a clear understanding of the Service Delivery Lead role and its responsibilities. Familiarise yourself with QinetiQ's mission and how this position contributes to their goals, especially in customer service and operational delivery.
✨Showcase Your ITIL Knowledge
Since the role requires a strong competency in ITIL, be prepared to discuss your experience with ITIL frameworks. Highlight specific instances where you've applied ITIL principles to improve service delivery or solve complex issues.
✨Demonstrate Problem-Solving Skills
Prepare examples of complex problems you've solved in previous roles. Focus on your analytical skills and how you've used data to make informed decisions that led to improved customer satisfaction.
✨Engage with Stakeholders
The ability to influence key stakeholders is crucial for this role. Think of examples where you've successfully engaged with different levels of management or clients to promote service operations strategies and drive customer excellence.
