Head of Operations & Service Delivery

Head of Operations & Service Delivery – Home–Based
GBP80–90,000 + package

Concept IT are recruiting for a Head of Operations & Service Delivery for a well–established and growing IT solutions company. This is a great opportunity to join the business and help drive customer excellence and improve internal operations.

The ideal candidate will be very customer–centric and have a passion for delivering excellent service to external clients.

The role will be home–based with travel to customers or either of the two offices in the East Midlands and South–West. All UK addresses are considered.

Key Responsibilities

Responsible for ensuring overall customer satisfaction remains at the highest level.
Implementing SLA and KPIs
Line management of IT Operations Manager, Senior PM's and Professional Services Consultants
Responsible for developing a high–performance team culture that is driven to deliver operational objectives and strive for continuous improvement; ensuring that success is valued and rewarded.
Provide a senior escalation point for service reporting, service issues and complaints. This responsibility includes maintaining the flow of information to all customers providing both timely feedback and information, retaining responsibility for the progress and resolution of customer requests and communicating any updates directly to them.
Implementation of ITIL best practicesRequired Skills

Experience managing an IT Service organisation ideally within an ITIL aligned managed services environment or similar
Experience of ITIL best practices
Commercially aware to ensure budgets are delivered to
Excellent people management skills, able to demonstrate consistent knowledge sharing and development of staff. Motivational skills and initiatives are essential
An uncompromising level of commitment and focus to quality and client service delivery
Experience of managing an offshore or outsourced IT Service Desk function
Experience of managing vendors, suppliers and other 3rd party contracts
Excellent customer focused approach and commitment to service delivery
Excellent interpersonal and communication skills, across many levels within an organisation
Excellent presentation skills with the ability to adapt the content and style to the target audience
Highly self–motivated with the capability to influence and deal with issues head onSalary on offer is GBP80–90,000 + package

Full JD is available

James Turley – IT Recruitment Consultant – – (phone number removed)

Key Words
ITIL – Service Delivery – Head of Service Delivery – Head of Operations – Service Delivery Manager – Operations Manager – IT Operations Manager – IT Services – Managed Services – Customer Service – Head of Service