Head of Service Delivery - London, United Kingdom - David Kennedy recruitment

David Kennedy recruitment

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

David Kennedy Recruitment is working with a leading IT services company to help them to hire
Head of Service Delivery.

Role & responsibilities:

Lead Service Delivery for a $25M+ portfolio.

Responsible and accountable for P&L, managing operations, client relationship, process transformation, technology transformation, people and talent development.

Lead and drive Operating Model changes at client organization that delivers expected measurable outcomes - Customer Experience, EPS and Efficiency.

Lead Process Transformation Journey - process decoupling, creating best in class processes.

Responsible for managing the overall operations, delivery to agreed service levels, contractual deliverables, and drive excellent client satisfaction.

Drive improvement in Client SAT scores.

Lead Transformation Initiatives - Process and Technology to drive value for clients

Lead and drive all transitions in the program - Process and Technology.

Maintain strong compliance posture and drive corrective actions as need

Lead Learning and development initiatives, Coaching and counseling, staff motivation retention programs.

Drive Quality initiatives including Kaizen, Lean, Six Sigma etc.

Drive a people-centric approach with emphasis on employee engagement

Create cross functional teams to encourage growth mindset.

Skills required:

Deep domain expertise in Supply Chain, Order Management, Order to Cash. Extensive experience in managing nearshore contact centre operations in UK, France, Germany, Bulgaria, Poland etc.

Managed Process transformation - activity decoupling and transforming.

Must have handled global teams (500+ FTEs)

Working knowledge about Robotic Process Automation, Machine Learning and Artificial Intelligence is a must

Managed service transitions

knowledge of Quality Principles and Six Sigma certification

Job Types:
Full-time, Permanent

Salary:
£110,000.00-£150,308.23 per year

Benefits: