Job specification


Head of Service Delivery
Reporting to: Client Services Director
Salary: Up to £45k including car allowance
Job summary: Reporting into the Client Services Director, the Head of Service Delivery will hold a pivotal role in determining the quality of experience that our customers receive, from the time that they choose to place business with Timico, through to the time that provisioned services are operating to "business as usual". Furthermore, for our larger corporate clients, the service delivery team will remain engaged with them on an ongoing basis, to ensure that our delivered service exceeds expectation.

Our services include a wide range of IP, fixed line, and mobile services as well as the hardware equipment associated with them. The spectrum of service delivery ranges from the simplest of single line installations through to complex solutions. These complex solutions embrace different technologies, suppliers, and customer locations and currently use many internal systems and colleagues from various teams to make them happen!

It will be this role's responsibility to ensure that through effective processes and high standards of communication, a seamless provisioning experience is provided - to a standard which contributes to Timico being renowned for the service experience that we deliver to the UK business customer.

The ideal candidate will be a dynamic, technical generalist, familiar with the components that make up Unified Communications and Next Generation Networks. We are looking for an individual who is ideally ITIL qualified with solid experience in service delivery, project management, process design, and people management. Good written and face to face communication skills with customers are essential.

The department will have complete ownership of the service delivery lifecycle which will encompass three main areas of responsibility.

  • Managed service contract scoping, administration and delivery
  • Delivery of all contracted and non-contracted services
  • Process ownership and definition including input into our continuous improvement approach to enhancing the service delivered
Duties and responsibilities:
  • Manage a team of service delivery professionals, whose first duty is to provision and deliver to a high standard our customer requirements for all Timico services
  • Management of IT service delivery , project management and provisioning
  • Definition of Service Level Agreements (SLA's) related to contracted services
  • Ensure SLA's are achieved and client expectations are met (or exceeded)
  • Build service relationships with clients
  • Ensure quality and profitable services are performed to the agreed SLA
  • Ensure that systems, processes and methodologies, as specified, are followed to maintain effective monitoring, control and support of service delivery
  • Provide reports to an agreed schedule (or on request), including network performance, solution performance and provisioning performance
  • Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes
  • Develop and facilitate workshops and training courses
Ideal candidate:
  • Demonstrable experience of working in an IT service management capacity
  • Experience of managing suppliers in outsourced contracts
  • Proven people management skills
  • ITIL service delivery qualification is desirable
  • Excellent communication skills are fundamental
Minimum qualifications and relevant experience:
  • Educated to degree level (or equivalent)
  • Minimum of 5 years leading IT projects from conception through to implementation, risk assessment, dependency analysis, scope control, and instituting ITIL best practices
  • Minimum of ten years' general industry experience

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