JOB TITLE: Head of Service Delivery
SALARY: £Competitive
LOCATION: Home-based with occasional visits to customer sites (2 days per week)
BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more.
Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.
We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes.
We collaborate closely to bring that positive impact home.
Do you have 15+ years’ experience in Service Delivery Management? Do you have extensive experience of managing and leading a team of Service Delivery Managers? Do you have experience of working for an MSP? If you answer yes to all three questions this could be the job you have been looking for.
At XMA we are looking for an experienced and highly skilled Head of Service Delivery who will develop and manage a growing business unit, inspiring colleagues to deliver exceptional business outcomes for our customers through the support, sale and delivery of market-leading technology or service products/capabilities.
JOB SPECIFICATION: Head of Service Delivery
The responsibilities include, but are not limited to:
* Team Management: Accountable for the performance and development of all team members, including recruitment, onboarding, learning and development, performance management, and handling disciplinary and absence processes.
* Budget and Forecasting: Regularly monitoring, tracking, and forecasting the budget for services within your responsibility, ensuring compliance and financial control.
* Customer Development: Leading the process for identifying, developing, and closing opportunities to upsell, increase market share, and expand the service portfolio for existing customers, specifically for SDM (Service Delivery Manager) and managed services clients.
* Service Reviews: Ensuring timely and high-quality delivery of Service Management reviews with contracted customers. Attending reviews for all areas and maintain service excellence.
* Reporting: Providing consistent and detailed reports to the Services Director on team performance, budget status, customer satisfaction, and any other key metrics.
* Complaint Management: Overseeing and resolving customer complaints within your area of responsibility. Actively contributing to the escalation process when needed.
* Workload Distribution: Measuring and managing the distribution of customer accounts and workload for SDMs, ensuring teams are working at full capacity while maintaining cost coverage through customer charges.
* Pipeline and Performance Monitoring: Proactively monitoring the services pipeline, team performance, and future resource needs. Sharing forecasts and projections with the Services Director in a timely manner.
* Expertise and Utilisation: Ensuring that all team members have the appropriate skills, certifications, and clearances and are utilised according to the agreed-upon levels of responsibility and capability.
* Collaboration with Sales and Services: Working closely with Sales, Pre-Sales, and other service departments to drive customer success, manage expectations, and resolving delivery issues.
* Culture of Innovation and Quality: Fostering an environment of innovation, high productivity, and quality standards. Regularly observing and assessing the performance of your team, ensuring they stay focused, motivated, and committed to delivering excellence.
* Team Leadership and Development: Leading and nurturing the growth of individuals within your team by providing motivation, mentoring, coaching, and positive reinforcement. Ensuring that teams are motivated, quality-driven, and commercially aligned.
* Performance Monitoring: Conducting monthly one-on-one meetings with team members to review performance, providing support for their professional development, and ensure alignment with team goals.
REQUIREMENTS: Head of Service Delivery
We are looking for someone with extensive proven experience (typically 15+ years) in service delivery management, in an MSP environment – this is an absolute necessity for this role.
* Demonstratable ability to foster relationships and drive collaboration with senior executives across various business functions.
* Successful experience in scaling businesses while managing financials, reducing costs, and increasing profitability.
* Skilled in attracting, retaining, and nurturing top talent to build high-performing teams.
* Expertise in managing end-to-end procurement, including negotiating contracts and overseeing third-party partnerships.
* Proven success in establishing and promoting internal departmental brands, as well as collaborating with diverse internal teams to achieve shared goals.
This is a remote based job with travel to XMA’s offices in Nottingham, Livingston and St Albans as well as customer sites, as needed to support business objectives, while ensuring a healthy work-life balance. We expect this role will require two days a week visiting these sites with three days working from home.
We are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.
We are also proud to be a Disability Confident Level 2 Employer which means that we are committed to inclusive and accessible recruitment practices, ensuring that individuals with disabilities are given equal opportunities to thrive in our workplace. As part of our commitment, we participate in the Guaranteed Interview Scheme, which guarantees an interview to any candidate with a disability who meets the minimum criteria for the role. Join us and be part of a diverse and supportive team where your skills and talents are valued.
If you have any such requirements, please do not hesitate to contact us on our email which is training@xma.co.uk where we will be happy to action your requests.
KEYWORDS: Service Delivery Management, Best Practice, Change, SLA, ITIL, ITIL Certified, IT Service Management, IT Service Delivery, Incident Management, IT Management, IT Strategy, Problem Management, IT Operations, Project Delivery
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