Job Description
Overall purpose of the job:
The Head of Service Partnership will oversee the Exponential-e team responsible for the delivery of the contract for a key customer. Overseeing delivery, transition and live operations across the Exponential-e data centres, network, platform, and associated services this role will be pivotal to the success of this contract and building relationships across the customer ecosystem and userbase.
The Head of Service Partnership will be responsible for ensuring that all service and operational needs are met throughout delivery, transition and into live operations, maintaining the highest standards of performance, compliance, and security.
The Head of Service Partnership will ensure seamless delivery of mission-critical systems and maintain service during any and every event.
Key responsibilities for this job:
Strategic Oversight
1. Provide strategic direction and oversight for all service and operational activities.
2. Ensure alignment of service delivery with organisational goals and objectives.
3. Develop and implement strategies to improve delivery, service performance, efficiency, and reliability.
Service and Operational Management
4. Oversee the delivery of data centres, network, platform, and associated services.
5. Ensure the successful transition from delivery to live operations.
6. Maintain the highest standards of performance, compliance, and security.
7. Manage the overall service lifecycle, from initial planning and implementation through to live operations and continuous improvement.
Team Leadership and Development
8. Lead and manage a team of Data Centre Managers, Programme Managers, Project Managers, and other technical and service delivery staff.
9. Foster a collaborative and high-performance culture within the team.
10. Provide mentoring, coaching, and professional development opportunities to team members.
Stakeholder Engagement
11. Engage with key stakeholders, including consortium members, lead system integrator, third party organisations, and service users.
12. Facilitate regular communication and updates with all stakeholders.
13. Handle escalations and resolve conflicts effectively to maintain project momentum and service quality.
Risk and Issue Management
14. Identify, assess, and mitigate risks and issues related to service delivery and operations.
15. Develop and implement contingency plans to address potential service disruptions.
16. Ensure compliance with regulatory and security requirements.
Reporting and Documentation
17. Provide regular progress reports to senior management and stakeholders.
18. Work with the Account Director in the development and management of the commercial relationship
19. Maintain comprehensive documentation, including service plans, risk logs, and status reports.
20. Ensure timely delivery of monthly reports detailing objectives, activities, and recommendations.
Continuous Improvement
21. Promote the adoption of best practices and continuous improvement within the service delivery and operations team.
22. Facilitate lessons learned sessions and incorporate feedback into future service delivery phases.
Key Outputs
23. Successful delivery and ongoing operation of data centres, networks, platform, and associated services within agreed timelines and budget.
24. Effective stakeholder engagement and communication.
25. Comprehensive risk management and mitigation.
26. Detailed progress reports and service documentation.
27. Continuous improvement in service delivery and operational processes.
Knowledge and experience required:
28. Extensive experience in managing high-value, complex, multi-party service deliveries and operations.
29. Strong proficiency in Prince2 and/or Agile Project Management methodologies.
30. Proven track record in overseeing large-scale IT infrastructure projects, including data centres and network services.
31. Exceptional stakeholder management and communication skills.
32. Strong leadership and team management abilities.
33. Excellent problem-solving and conflict resolution skills.
34. Strong understanding of regulatory and security compliance requirements.