Job Title: Head of Service Delivery
The Head of Service Delivery is a key leadership role responsible for ensuring seamless, high-quality service delivery across all operational functions. Working closely with the Operations Director, this role plays a pivotal part in driving strategic change, operational efficiency, and customer-centric service improvements.
With a strong emphasis on customer experience, operational performance, and regulatory compliance, the Head of Service Delivery will lead initiatives to identify and address inefficiencies, enhance service standards, and drive continuous improvement. The role requires cross-functional collaboration with internal teams and external partners to ensure seamless service delivery, cost optimisation, and sustainable business growth.
Key Responsibilities:
* Driving Strategic Change with the Operations Director:
o Support the Operations Director in shaping and executing the long-term service delivery strategy.
o Lead transformation projects to enhance customer service, operational efficiency, and automation.
o Influence business-wide decision-making to align service operations with strategic goals.
* Developing Strategies to Optimize Resources:
o Develop strategies to optimize resources on an all-island basis.
o Ensure service enhancements are standardized across ROI and NI, considering local regulations.
o Identify areas where standardised processes, technology, and resources could drive efficiency.
* Managing Third-Party Relationships & Service Partnerships:
o Oversee relationships with outsourced service providers and technology partners.
o Establish and monitor SLAs (Service Level Agreements) to ensure third-party performance meets business expectations.
o Negotiate contracts and service agreements to drive cost efficiency and service excellence.
* Identifying Gaps, Inefficiencies & Implementing Solutions:
o Conduct root cause analysis on operational inefficiencies and implement continuous improvement initiatives.
o Drive operational cost savings while maintaining high service standards.
* Enhancing Performance & Service Delivery KPIs:
o Define, measure, and track service performance metrics to ensure operational efficiency.
o Develop data analytics and reporting to drive insight-led decision-making.
* Regulatory Compliance & Risk Management:
o Ensure full compliance with CRU, UR, and other industry regulations.
o Develop risk mitigation strategies for service disruptions, compliance risks, and regulatory changes.
* Leadership & Stakeholder Engagement:
o Lead, mentor, and develop high-performing service teams across multiple regions.
o Foster a culture of innovation, accountability, and continuous service improvement.