***6 month FTC*** ***5 days a week on site Hemel Hempstead***
Job Profile:
We are looking for a strategic and visionary Contract Head of Service Delivery to oversee our customer services and service desk operations, ensuring we consistently exceed customer expectations. This role will manage a Service Delivery Manager and a Technical Manager, and be responsible for implementing and optimising ITSM systems, specifically Halo, to enhance service delivery processes.
Responsibilities:
* Execute and drive the strategic vision for service delivery, aligning with company goals.
* Oversee the day-to-day operations of customer services and the service desk, ensuring efficiency and effectiveness.
* Manage, mentor, and provide guidance to the Service Delivery Manager and Technical Manager while acting as a point of escalation.
* Implement and optimise ITSM systems (Halo) to improve service delivery processes.
* Lead recruitment efforts for new positions as they become available.
* Monitor service performance metrics, identifying areas for continuous improvement.
* Ensure compliance with industry standards and best practices.
* Collaborate across departments to ensure smooth integration and enhanced customer satisfaction.
Skills/Experience:
* Proven experience in a senior service delivery role, preferably within retail or QSR sectors.
* Strong background in IT Service Management (ITSM) systems and successful system implementations.
* Excellent leadership and team management skills.
* Exceptional problem-solving and analytical abilities.
* Strong communication and interpersonal skills.
* Ability to thrive in a fast-paced, dynamic environment.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
Retail
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