Head of Service Delivery
A key leadership role responsible for ensuring seamless, high-quality service delivery across all operational functions.
Key Responsibilities:
1. Driving Strategic Change
* Support the Operations Director in shaping and executing the long-term service delivery strategy.
* Lead transformation projects to enhance customer service, operational efficiency, and automation.
* Influence business-wide decision-making to align service operations with strategic goals.
2. Develop Strategies to Optimise Resources
* Ensure service enhancements are standardised across ROI and NI, considering local regulations.
* Identify areas where standardised processes, technology, and resources could drive efficiency.
* Develop business cases to assess risks, benefits, and financial viability of shared services.
3. Managing Third-Party Relationships & Service Partnerships
* Oversee relationships with outsourced service providers, and technology partners.
* Establish and monitor SLAs (Service Level Agreements) to ensure third-party performance meets business expectations.
* Negotiate contracts and service agreements to drive cost efficiency and service excellence.
4. Identifying Gaps, Inefficiencies & Implementing Solutions
* Conduct root cause analysis on operational inefficiencies and implement continuous improvement initiatives.
* Drive operational cost savings while maintaining high service standards.
5. Enhancing Performance & Service Delivery KPIs
* Define, measure, and track service performance metrics to ensure operational efficiency.
* Develop data analytics and reporting to drive insight-led decision-making.
6. Regulatory Compliance & Risk Management
* Ensure full compliance with CRU, UR, and other industry regulations.
* Develop risk mitigation strategies for service disruptions, compliance risks, and regulatory changes.
7. Leadership & Stakeholder Engagement
* Lead, mentor, and develop high-performing service teams across multiple regions.
* Foster a culture of innovation, accountability, and continuous service improvement.