Head of Service Delivery

Bristow Holland have an excellent opportunity for a Head of Service Delivery to join a national business based in Ipswich on a 50% remote basis. 

The Head of Service Delivery is to support the Head of IT with providing an innovative, forward thinking, structured service delivery team which aligns to the business requirements. The Service is to deliver a fully comprehensive high end support structure to its customers, concentrating on quality, speed, availability, resiliency, and adoption using ITIL as a best practice framework.

Tasks include managing projects, fixing reliability issues, defining and tracking service metrics, managing service budgets, and leading the service delivery team. 

Responsibilities:

• Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
• Identifying customer needs and overseeing service delivery within the business context.
• Managing team budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Providing a fully comprehensive high end support service which is customer focused.
• Working with an ITIL Framework to define and implement key processes that deliver team consistency ,efficiency and compliance as well as well as working towards internal SLA’s.
• Manage the availability and resiliency of service desk team to ensure service levels remain high at all times.
• Designing programmes, events and initiatives to be delivered by the team that will improve users’ competency with our core technologies.
• Providing routine reports into the Senior Team around team performance, trends, remediation’s.

Key Skills:

• 5+ Years in a senior IT Management Role.
• Strong leadership, customer service, project management, and quality control skills.
• ITIL v3 / 4 certifications.
• Excellent organisation and communication Skills.
• Good attention to detail and resource planning skills.
• Determination to exceed expectation.
• Knowing when to Lead and When to Manage.