Head Of Service Delivery Management

Job content

Role: Head Of Service Delivery Management

Employment Type: Permanent

Hours Monday to Friday - 35 hours per week

Location: HOMEWORKING but must be based within commutable distance to our Head Office in Wimbledon

Domestic & General’s purpose is to keep our customer’s world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group’s Strategy outlined in an ambitious five-year plan.

The Role

The Head of Service Delivery Management is accountable for the delivery of all services within Domestic & General. This covers all UK and International services. The Head of Service Delivery Management ensures all agreed service levels are met or exceeded and that effective processes and service strategies are in place to meet the needs of the user base. Where key targets are missed, then the Head of Service Delivery is accountable for managing the Service remediation plans.

Accountable for managing 3 teams:

*This role is currently based at home, but in the future will require onsite presence in the Technology and Engineering department in our Wimbledon Head Office.

Main duties include:

• Seek and driving efficiency improvements within Service Delivery and Technology & Engineering more widely.
• Direct-line management of a team that includes Service Delivery Managers, Business Managers, and incident managers in ensuring Services are stable and that Vendor’s are meeting their agreed targets.
• Manage the team to provide 1st and 2nd level support for key business services that supports the effective running of the contact centres, and Digital Services (CRM, Claims and Repair Services)
• Appropriate communication is delivered to relevant business areas around Service Change, Major Incident updates and other relevant technology messages.
• Provide support to Service Design & Transition in understanding current service risks for key services (Business System Support)
• Identify business requirements that affect enterprise architecture and provide solutions that integrate into the D&G overall architectural vision and strategy
• Provide organisational expertise to align solution architecture and technical design to business requirements
• Support the Head of Portfolio in management of the overall portfolio, providing architecture input as required.
• Develop and maintain multi-level relationships with stakeholders to understand their business drivers and operational needs.
• Agree service review strategy with stakeholders; attending meetings as agreed.
• Proactively monitor the service, acting as escalation route for Incident resolution, as required.
• Measure SLA and KPI performance, report results, identify and instigate actions to improve service quality.
• Work with internal stakeholders to create and develop robust operational processes which deliver services that meet or exceed customer expectations.
• Establish key strategic relationship stakeholders to ensure that the right level of service is delivered to achieve overall business goals and objectives.
• Responsible for the ownership of all customer incidents and service requests logged.
• Responsible for tracking incidents to the conclusion, in line with agreed SLAs and quality standards
• Responsible for root cause analysis and driving continuous service improvement.
• Provide Service reporting, including Incident and Availability affecting key services.
• Create weekly and monthly service reporting packs.
• Create and maintain ‘Service’ Dashboards – reporting this to the relevant business stakeholders.
• Management of Major Incidents, and associated customer communications, activities, and appropriate escalations

Key attributes:

• Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution.
• Ability to influence key stakeholders as well as wider teams and peers.
• Good understanding in Service Delivery and infrastructure management
• Good understanding of software delivery lifecycle and release management
• ITIL qualified or equivalent
• Availability to travel to our UK & EU offices as required.
• Excellent technical understanding of ServiceNow and ITSM Toolsets with technical knowledge and understanding of all infrastructure services (Server, Network, Telephony, etc.)
• Manage the team to provide 1st and 2nd level support for key business services that supports the effective running of the contact centres, and Digital Services (CRM, Claims and Repair Services)·

In return, we offer:

• Competitive salary and discretionary bonus
• Contributory pension scheme
• Car allowance
• Salary Finance – a dedicated online portal offering lending and saving facilities, financial wellbeing and support services
• Health Cash Plan – claim money back towards essential healthcare, including a virtual GP service)
• 25 days’ annual leave with an annual option to buy up to 5 additional days of annual leave
• Life Assurance (4 x salary)
• Access to health and wellbeing services
• Cycle to Work Scheme (bike & cycling equipment worth up to £1,000)
• Corporate Discount (up to 50% discount on the costs of D&G Protection Plans)
• Access to ‘D&G Discounts Benefits Website’ with exclusive shopping discounts, cashback, Love2Shop and travel services for all UK employee

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.