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Head of Service Delivery- Reading

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Head of Service Delivery- Reading 

Are you working within the IT Managed Services Sector? Do you have exposure to Service Management, Bid Management, Customer Account Management, Operational Management and Strong People Management Capabilities? If so the role as Head of Service Delivery could be the next role for you.

What does the role of Head of Service Delivery involve?

You will be based at our Head Office in Reading, reporting into the Service Delivery Director and you will be responsible for managing the overall operational delivery of all ESP customer contracts and contracted SLA’s in the assigned line of business, ensuring that, the quality of service meets contractual obligations, customer satisfaction and delivers the overall business results. You will be responsible for managing the team of Service Delivery Managers who are aligned to our customer contracts globally.

  • Lead and manage the delivery of contracted services to clients to ensure that SLAs and KPI’s as defined in the relevant contracts are met or exceeded
  • Investigate and identify opportunities to improve performance against the contractual service targets
  • Establish and maintain excellent working relationships with all customers and 3rd Party Service Providers to ensure that customer expectations are met or exceeded on all aspects of ESP services and solutions
  • Support the Bid Team to elaborate responses to RFPs, develop adequate and cost-effective customer solutions and design of appropriate operational concepts
  • Manage the budget and achieve the annual revenue and margin targets associated with each ESP contract and identify opportunities to achieve efficiencies whilst continuing to meet the contractual obligations and maintaining customer service
  • Identify areas where annual revenue growth can be achieved by exploiting all incremental revenue opportunities

  • Lead and conduct regular service reviews with customers to ensure that customer expectations are met or managed as appropriate
  • Promote the organisations capabilities to the client and identify sales opportunities which can be pursued and implemented by the account managers

  • Provide timely and appropriate escalations to the Operations Director or according to the defined escalation path within ESP on all relevant issues impacting service performance to the assigned operational areas
  • Provide line management and technical leadership and direction to the Service Delivery Managers, including management of staff performance and development
  • Direct the operational performance of assigned operational staff to ensure acceptable levels of site support and service are maintained with appropriately skilled and qualified staff to enable optimum operational performance, delivery and performance reporting of ESP services and solutions
  • Act as a role model and coach to support, direct and coach individuals and teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction
  • Lead the correct implementation of new services and customer contracts, ensuring that customers remain satisfied with all aspects of newly delivered services

What competencies/ previous experience do you need to have to be considered?

  • ITIL professional qualification in Service Management
  • College degree in either Computer Science, Data Communications, Electrical Engineering OR 4+ year’s similar work experience
  • A proven knowledge OR 5+ years’ experience in Information Technology (IT) operational service delivery, financial control
  • People management capabilities
  • Good interpersonal relation skills
  • 10+ years operational management experience
  • Excellent verbal and written communication skill
  • Experience of Airline / Airport industry- Desirable

Interested? Please apply today for a quick response

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Zhara Turley

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.

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