Head of ITS Delivery - Secondment Opportunity

Secondment Opportunity - Internal Applicants Only

A secondment opportunity has arisen for the position of Head of ITS Delivery, reporting to the Chief Operating Officer.

About the Role

• Your key responsibility is to ensure a high level of service delivery, through leading a multi-disciplined team, through the service lifecycle, from onboarding of new customers into the operation, through to run and operate, in line with our obligations and value proposition;
• The scope includes the provision of the Help Desk, Support and Engineering, Specialist Support Services (such as telephony) and Project Services;
• You will provide direction and support to the team, to ensure migration projects and support services are delivered on time, within budget and to the expected quality standards;
• In consultation with your team, you will get to design process and product improvements to drive efficiency and improve service outcomes for our clients.

Key Duties and Responsibilities

• Serve as an escalation point for customer issues, and to manage high priority incidents;
• Lead a dedicated group of team leads to achieve service level objectives and financial operating targets;
• Develop product strategy roadmaps as needed, to ensure our offerings in-market are fit for purpose and fit for future;
• Ensure consistent delivery of client projects, aligned to the product strategy and expected standards;
• Track and report on cost/revenue forecast to targets, and associated actions;
• Collaborate closely with peers across the organisation to support ‘One IX’ to our customers and stakeholders;
• Compliance to agreed standard methodologies, processes and tools, and lifecycle planning thereof;
• Identify, manage and resolve complex issues with teams, minimising escalations and client impact;
• Contribute to the sustainable growth of the Managed Services business and it’s team;
• Support pre-sales in large opportunities, tender responses and discussions with potential future clients.

About You

• In-depth knowledge of Service Management, as per ITIL standards;
• 5+ years leading multiple IT teams to success;
• Broad understanding of cloud-based IT Service Delivery across Microsoft O365, Networking, End User environments and associated Security;
• Good understanding of Essential Eight and maturity execution;
• Strong people management skills;
• Clear focus on driving Customer value;
• Good business acumen, able to engage customers in win/win conversations;
• Ability to adjust to shifting demands, ambiguity and rapid change;
• Experience in financial management and control.

For further information please contact recruitment@infoxchange.org.