- Work closely with the Head of Managed service to ensure performance is at a high standard and as per the terms of our customer contracts.
- Be the senior point of communication with Partners and customers.
- Develop, document, and implement service strategy plans in line with business goals
- Training and support for new starters and existing team members
- Build and maintain effective cross-functional relationships with all department heads, external partners, and vendors to ensure effective Identify knowledge gaps and oversee delivery of training.
- Support the business in the ongoing development of business strategy in line with current and emerging needs.
- Completion of management reports
- Build a robust standardised portfolio of service Delivery collateral
- Ensure the team gather customer satisfaction data and report on trends.
- Drive change within the operational teams, ensuring technical teams are delivering to customer contract.
- Ensure operational services deliver to agreed SLA s and KPI s
- Ensure effective continual improvement within the team
- Perform regular 1:1 s and set individual goals in line with business goals
- All other tasks associated to Service Delivery
- Proven experience in leading and managing teams within a service delivery environment.
- Understanding of the IT Channel, and the Reseller & End User relationship
- Previous experience within communications platforms.
- Demonstrated success in providing strategic leadership for the development and delivery of services.
- In-depth understanding of service delivery processes and best practices.
- Knowledge of relevant industry standards and regulations related to service delivery.
- Experience in mentoring and coaching team members to achieve high performance.
Head of Service Delivery - Barnton, United Kingdom - Ingram Micro
Description
It's fun to work in a company where people truly BELIEVE in what they're doing
Job Description:
Head of Service Delivery
We are currently seeking a highly skilled individual to join our team as Head of Service Delivery. In this pivotal position, you will take on the responsibility of leading, coaching, and mentoring a team of Service Delivery Managers and Service Delivery Analysts. Your role will be instrumental in providing strategic leadership for the delivery and development of a diverse portfolio of services.
As a Head of Service Delivery you will:
The ideal candidate for this opportunity will have
About us
As the UK s leading strategic channel-only IT solutions and services provider Comms-care are committed to helping our partners thrive and grow. We assist over 700 channel partners and support to over 30,000 active support contracts. Comms care manages all aspects of IT lifecycle, from consultancy, design and implementation to managed services and reactive field support covering technologies such as Routing & Switching, Security, Servers, Desktops, Voice & Unified Communications, and Wireless. A seamless extension to your team, we make it our mission to reduce complexity and work in partnership with you towards a common goal, developing quality technology solutions which add real value to your customer relationships.
Make an application to join the team
Our team is as much about our people as it is our customers and business partners. Our fantastic mentality has allowed us to continue delivering phenomenal service to our customers in a predominantly remote based environment We want associates with a strong desire to succeed. We offer a competitive base and benefits package.