Head of Service Delivery Excellence

Sword Group; Glasgow; Hybrid; GBP 90.000 - 140.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Career development

Flexible working

Well-being benefits

Zusammenfassung

Sword Group is seeking a Head of Service Delivery Management to lead and mature our Service Delivery function in the UK. You will define the operating model, drive governance and establish a high-performing team across Managed Services, Service Desk and Technical Services.

In this senior role you will own service performance, manage senior customer relationships and drive continual improvement initiatives to deliver outstanding outcomes for our customers.

Qualifikationen

• Proven experience leading Service Delivery or IT Operations in a complex, customer-facing environment.
• Strong leadership with ability to mentor and coach Service Delivery Managers.
• Experience establishing governance frameworks, operational standards and best practices.
• Solid understanding of ITIL and service management methodologies.
• Proven ability to manage senior customer relationships and escalations.

Aufgaben

• Own and evolve the Service Delivery operating model to scale with business needs.
• Govern Service Operations Manual, procedures, controls and ways of working.
• Define governance framework, reporting, forums and terms of reference.
• Lead, coach and develop a high-performing team of Service Delivery Managers.
• Set expectations on ownership, performance, risk and jeopardy management.
• Provide senior operational leadership for service performance and major incidents.
• Ensure consistent application of frameworks and governance across accounts.
• Create meaningful MI, KPIs and insights to inform decisions.
• Drive continual service improvement and maturity across Managed Services.

Kenntnisse

Leadership

People management

Stakeholder management

ITIL

Governance

Service delivery

Data reporting

Jobbeschreibung

Sword Group is seeking a Head of Service Delivery Management to lead and mature our Service Delivery function in the UK. You will define the operating model, drive governance and establish a high-performing team across Managed Services, Service Desk and Technical Services.

In this senior role you will own service performance, manage senior customer relationships and drive continual improvement initiatives to deliver outstanding outcomes for our customers.