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.