Job Title: Head of Service Delivery

Location: Liverpool

Reports to: Group Head of IT

Works closely with: Head of Strategy & Governance, Head of Technology, Head of Security

COMPANY OVERVIEW

My client is a global business that has been established for many years.

THE ROLE – Head of Service Delivery

The Head of Service Delivery is responsible for the IT department meeting end-user demands, solving stakeholder problems, and driving stakeholder satisfaction with IT services. The Head of Service Delivery is accountable for the performance of the Service Desk, Incident and Problem Management. All new IT services will be planned, designed and delivered under the direction of the Head of Service Delivery.

KEY RESPONSIBILITIES

Key Responsibilities for the Head of Service Delivery include: (listed in order of importance).

Service Management

- Monitoring and managing desktop support, responsible for IT services desk, and VIP support functions to ensure optimal service.

- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.

- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

- Taking ownership of critical problems, and coordinating with the technology and strategy teams to resolve problems according to priorities and expectations.

- Collaborate closely with Technology, Strategy & Governance and Security teams to share operational incidents and problems, aiding prioritisation of issues.

- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

- Developing a deep understanding of projects to gain insights into the scope of service delivery.

- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.

- Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation.

- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources.

- Educating departmental staff on the effective use of conference room technology.

Performance and Quality Management

- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.

- Providing accurate and regular reports to the management on the performance of the service delivery.

- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

PERSON SPECIFICATION

- Deep understanding of service management principles, frameworks (ITIL), and best practices

- Excellent knowledge of incident management, problem management, change management, and service level management

- Strong understanding of IT systems, infrastructure, and emerging technologies

- Strong fundamental knowledge of security

- Strong interpersonal and communication skills

- Leadership qualities to guide and motivate team members

- Continuous improvement mindset

- Strong project management skills

- Adept at analysing complex situations and problem-solving

- Critical thinking and quick decision-making abilities

Required Work Experience

- Minimum 2 years of experience in a leadership role in Service Delivery

- Experience with budgeting, cost management, and financial planning

Required Qualifications

- ITIL v4 certification preferred

This role may involve travel to both UK and overseas sites.

If you are interested in this role then please apply for immediate consideration.

Ascent People Ltd is acting as an employment agency for this vacancy and applicants from all ages and backgrounds will be considered.

Ascent People Ltd

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Head of Service Delivery