My Client delivers sales-driven data and insights to retailers and global companies. We are looking for a permanent Global Head of Service Delivery to join this growing team. Our Client require a talented operations leader to head up its Global Delivery Team. The ideal candidate will be very customer centric and passionate about delivering excellent service to external customers. The Global Head of Service Delivery is responsible for delivering best in class service across existing customer base, managing multiple offshore and internal partners to assure that services are delivered within quality and timeliness SLAs.
Responsibilities:
Service Delivery Management – Customer Satisfaction, SLA management, KPI Reporting, Troubleshooting and Change Management.
Stakeholder Management – Governance, Reporting and Escalations.
Responsible for ensuring client reports are published on time and to high quality standards - tracked through Daily SLAs and measured via regular Quality and Timeliness KPIs.
Responsible for ensuring Service Delivery performance is measured and regularly reported
Manage a team of globally dispersed analysts and service managers.
Effectively manage vendor performance, driving delivery against agreed SLAs and holding them to account.
Delivering high quality service efficiently, effectively and building out service for scale and customer excellence.
Strategic and Operational planning including volume forecasting, budgeting, cost management and resource planning.
Implementing best practice to serve customers globally, ensuring early warnings are in place and acted on in a timely manner.
Track and manage the effectiveness of the operations process, drive continuous improvement to meet delivery, satisfaction and cost management objectives.
Responsible for ensuring overall customer satisfaction remains at the highest level.
Working with offshore vendor partners to ensure the operations processes and systems are established and supported to deliver high customer satisfaction through ITIL OLAs.
Key Skills:
5+ years of previous experience in a service delivery role, 3+ years of management experience
Previous technical operations or data operations experience in a high growth company
An uncompromising level of commitment and focus to quality and customer service delivery
Solid process, performance and resource management experience. Must be able to track team performance, productivity, reliability at a customer level to feed in to resource planning and account planning
Experience working with external offshore service providers and associated relationships
Proven track record of delivering service in a fast paced environment
Commercially aware to ensure budgets are set, managed and delivered to
Ability to identify, manage and mitigate operational risks on a continuous basis
Experienced in managing remote teams successfully
Experience delivering the right services at the right price in a rapidly changing business environment
Strong customer facing experience and skills
Please apply now to Ryan Camp
Keywords: Head of Service Delivery, Service Delivery Management, eCommerce, Product Operations, SLAs, KPIs, Stakeholder Management, Service Delivery, Global Head of Service Delivery, OLAs.
Scot Lewis Associates Ltd is acting as an employment business.