Head Of Service Delivery

Cheltenham - £50000 to £55000

About Commercial

Commercial Group was established in 1991 and has since grown to become the largest independently owned Business Services Group in the UK. Today, comprising of 6 divisions; Managed IT, Office Supplies, Interiors, Managed Print Services, Technology Supplies and Print, the £65m turnover Company is renowned for delivering superior quality product, service and consultancy to business nationwide. We are currently embarking on exciting and ambitious growth plans to grow to a turnover of £70m by 2019 so we need talented people to support this growth.

We understand that superior performance starts and ends with our people; people with passion who like to make a difference and most importantly love what they do. If you would like to be a part of this exciting journey then we would love to hear from you!

Job Description

As Head of Service Delivery, you will manage not only our internal Service Delivery Team but also be the direct line manager for our outsourced Network Managers who operate out of our customers’ premises. This role will require extensive travel across all our Managed Services sites, primarily based across the South West.

We want you to...
  • Be responsible for owning, developing and delivering a robust and secure core Managed IT service to our client base
  • Promote and measure continuous service delivery, improve where needed and integrate by monitoring and ensuring change control and SLAs and contractual obligations are met across all client contracts
  • Lead and Drive the Service Delivery Team alongside service changes and service improvements
  • Build trusted client relationships with key stakeholders
  • Manage and schedule resources across all managed service customers to maintain service quality
  • Create, develop and present client documents
  • Conduct face to face service review meetings with service sponsors and stakeholders
  • Review Disaster Recovery and Business Continuity provision to ensure such services are fit for purpose
  • Review incidents and service requests ensuring the highest quality standards are maintained
  • Work with business development teams and wider service delivery teams to identify new opportunities

Candidate Requirements

  • Experience in a Senior IT Service Management
  • Strong knowledge of technology and infrastructure services and frameworks of pro-active IT service management & delivery
  • Experience of defining and delivering transparent services with clearly defined service metrics
  • Experience of working with and influencing stakeholders
  • Excellent communication skills, both written and verbal
  • An understanding of key service principles such as ITIL, Prince2, as well as industry best practice
  • Experience of security best practice and regulatory standards such as ISO27001, 09001, GDPR etc
  • Experience of defining, managing and delivering commercial contracts
  • Experiencing of aligning business requirements and objectives against service deliverables

Additional Info

  • Competitive salary
  • We all get a generous holiday allowance of 25 days plus bank holidays which increases with length of service
  • Company car, laptop and mobile phone
  • A variety of training & Development programmes tailored to you
  • Earn extra money if we hire your friends or family with our employee referral programme
  • Want to get healthy? We have free fruit delivered for all staff! And our state of the art coffee machine will be sure to set you up for the day
  • Looking for a little extra? You could get a day off for doing charity work and you might even get a treat on your birthday and work anniversary!
  • A range of team and social events
  • Cycle to work scheme, pension contributions, Employee support programme, Flexi time scheme and more!