Head of Service Delivery

Executive Mandate Specification

Summary of Position
Principal have a fantastic opportunity for an Experienced Head of Service Delivery to join us on a permanent basis to lead and manage all service activities within our Horsham HQ. You will work closely with the senior management team to deliver a consistent proactive service whilst ensuring financial targets are met. We are looking for a candidate who is driven by strategy and motivated to initiate changes to develop a collaborative, customer-first, environment.

Responsibilities

• Develop, mentor and coach the service delivery team.
• Provide the required leadership in order to deliver the service levels expected.
• Set, measure, and communicate the team’s performance using KPIs and SLAs.
• Proactively look to develop existing solutions to improve resiliency, availability, and performance.
• Develop & document standards for automation, standardisation & optimisation in all service areas as part of best practice to optimise workflows and cost efficiency.
• Ensure that work processes are secure and compliant with ISO standards.

You will have

• Extensive experience in service delivery.
• Proven commitment to delivering customer-centric, high-quality managed services.
• Broad understanding of Print /IT infrastructure and technology components.
• Strong knowledge and experience of deploying and improving Service Management principles and practices.
• Proven commitment and success in relation to the continuous improvement of services and teams, including operational management and capability development.
• Excellent communication skills with the mental agility to ‘think on feet’ and provide convincing practical solutions.
• Resilience when dealing with challenging complex situations.
• Strong analytical skills and attention to detail.
• Proficient IT skills, including Excel, Word & Microsoft Office.
• Commercially astute with regards to current and future financial income streams

If you are passionate about customer service and have the skills and experience to lead our customer service team, we would love to hear from you. Please apply today to join our team at Principal!

The details contained in this Job Description reflect the content of the job at the date it was prepared. It should be remembered, however, that it is inevitable that over time, the nature of individual jobs will change, existing duties may no longer be required and other duties may be gained without changing the general nature of the duties or the level of responsibility entailed. Consequently, Principal I Ltd will expect to revise this Job Description from time to time and will consult with the post holder at the appropriate time.

Job Type: Full-time

Benefits:

• Company pension
• Free parking
• Referral programme
• Sick pay

Schedule:

• Monday to Friday

Work Location: In person

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship