Head of Service Delivery – West Midlands

Head of Service Delivery – West Midlands

Role: Head of Service Delivery (including management of Service Desk and Service Delivery Functions)
 West Midlands
Salary: Negotiable
Start date: As soon as possible

The role will be a key and senior member of the technology function, responsible for leading a service management function to a large and geographically dispersed group of users. In addition to providing support services, the Head of Service Delivery will be responsible for helping to set the vision and roadmap for the function and also play a part in setting the strategy for service delivery.

Due to the global nature of this role it is important that you are willing to work outside of normal UK working hours on occasion.

Role and Responsibilities:

  • Manage the efficient running of the Global Service Desk and Service Delivery teams based in the UK, USA, France & Switzerland.
  • Prioritising workload and ensuring incident and requests are dealt within agreed service levels.
  • Responsible for major incident management across the global business.
  • Monitoring performance in order to maintain and deliver an industry leading service against specific key performance indicators and service level agreements.
  • Working with key third party vendors to maintain service levels and minimise disruption.
  • Developing and owning the overall strategy for End User Services
  • Owning & maturing the problem management function
  • Setup the service design and transition function
  • Understanding demands in a fast paced environment ensuring adequate cover at all time
  • Deliver a global service delivery function aligned with the ITIL Framework.

Required Skills/Experience:

  • Experience of managing both service desks and service delivery services in a global company.
  • Demonstrable experience of shaping an IT service department or taking an existing team through a significant change.
  • Experience of working with project delivery teams to transition projects into the live environement.
  • Experience of maturing service delivery departments.
  • Able to lead, coach and mentor direct reports and teams.
  • Service leadership, with a passion for delivering an outstanding client experience.
  • ITIL v3 practitioner qualification or equivalent experience.
  • A patient and methodical approach to dealing with IT issues and managing client expectations.
  • A keen interest in keeping abreast of technology developments, coupled with a sound understanding of the practical application of technology to business requirements.

This is an exciting and fulfilling role where your skills and experience will be fully utilised. Please apply today if you feel you meet the criteria.

To Apply: If you would like to apply to this role please send your CV and Covering Letter stating the job reference to l.allen@pinkacademy.nl. For questions please feel free to call: +44 (0) 7595205888.


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Kate Hamblin

Senior ITSM Consultant +44 0118 324 0620