Head of Service Delivery

  • Up to GBP75000 per annum
  • London, England, United Kingdom
  • Permanent, Full time
  • Cititec
  • 14 Jan 19

My client, a respected Education Institute based in London is recruiting for a Head of Service Delivery. You will be accountable for all service driven IT functions within the organisation. You will lead the Internal, Deskside & Application support teams as well as managing third-party suppliers.






you will responsible for all service driven IT functions within the organisation. You will be required to lead internal teams, both Desk side and Applications support plus those provided by third-party suppliers providing strategic direction and guidance to services delivered as per their service design.


  • Accountable for the continual improvement and strategic transformation of service operations identifying and addressing strategic opportunities for overall improvement in service operations
  • Accountable for leadership expertise on major incident and problem management, overseeing that services are restored as quickly as possible and senior stakeholders are kept informed during disruption; post-major incidents, the role holder will direct and lead on root causes discovered and take action to mitigate future outages and maintain service level targets
  • Drive improvements in behaviours, performance and quality of service delivery to customers
  • Assume a lead role in service delivery to and engagement with key business stakeholders
  • Provide leadership and direction to the IT Operations Managers' management of the On Site Engineer support function to ensure effective support to the business
  • Develop processes, tools & data to ensure efficient, effective resolution of operational issues and service requests based on best practices (e.g. ITIL, ISO20000, etc.) and drive continuous improvement
  • Deliver solutions for service-related issues to meet operational needs and contractual obligations
  • Integrate Managed Service, Onsite support and Application support to improve operational effectiveness and delivery of service
  • Manage significant service events and maintain Business Continuity Plan in relation to service delivery

Knowledge, Skills and Experience required

  • Extensive experience in a senior service delivery role
  • Strong experience leading technical customer support & service delivery environments with a great record of success
  • Ability to specify systems and processes to ensure effective monitoring, control and support of service delivery
  • Strong reporting skills in respect of KPI's. SLA's and demand
  • Proven track record in developing business relationships quickly and effectively, and ability to subsequently nurture and maintain them
  • Demonstrable track record of operating at a senior level and contributing to the strategic development of the department
  • Strong organisational and project management skills
  • In depth knowledge and experience of ITIL / ISO20000 / ISO270001
  • Ability to adopt varied communication styles to suit varied customer and stakeholder interactions (e.g. incident reports, business-focussed updates, business cases, etc.)
  • Strong Project Management skills
  • Experienced in service lifecycle management having clearly articulated long-term development plans for business critical services and in Service Desk management of a large scale organisation

Qualification/Certification requirements

  • Educated to degree level with considerable professional experience
  • SNOW administration
  • ISO qualification
  • ITIL v3 Practitioner / Expert
  • Prince 2 practitioner

If you have the relevant skill set and interested in this position, please either email me your updated CV or call 0207 608 5822

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