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Head of Service Delivery - Managed Service Agreeements

Job Title: Head of Service Delivery - Managed Service Agreeements
Contract Type: Permanent
Location: Reading, Berkshire
Salary: Negotiable
Start Date: ASAP
REF: P/HOSD/SARA_1632933268
Contact Name: Sara Rowe
Contact Email:
Job Published: 11 months ago

Job Description

Head of Service Delivery - Permanent - Mobile Telecoms - Berkshire


Accountable for the leadership and proactive management of all aspects of service delivery to one of the shareholders on behalf of the Tower and Network Services Director.

Accountable for the development, agreement and execution of service delivery plans to achieve the business outcomes and performance targets set by the business (including safety, service, value and quality).

Accountable for owning, and for the continuous improvement of, service delivery to Three including the strategies, processes, controls, capabilities and relationships required to achieve agreed business outcomes and performance targets including all related forums, communications and governance control points.

Accountable for the proactive management of all Three service related risks, issues and interdependencies. Initiating corrective actions, recovery plans and interventions required to achieve agreed business outcomes and performance targets.

Accountable for working in concert with the Operations and Customer Experience teams to develop and maintain a deep understanding of their service needs and requirements. Translating and communicating to the internal teams in a way that is meaningful and relevant.

Accountable for leading the identification, assessment and response to new requirements and opportunities, working in conjunction with the internal teams, service delivery partners and the supplier ecosystem to develop and present solutions and options to Three.

Responsible for supporting the Service Operations, Service Assurance and Commercial Management Teams in intensely managing the performance of partners and suppliers against contracted service and performance obligations. Undertaking benchmarking to track and improve performance.

Responsible for undertaking direct intervention to investigate service underperformance, instigate recovery initiatives and intensely manage the recovery of service performance. Escalating to the Tower and Network Services Director and the Board as required.

Responsible, in conjunction with the Finance and Commercial teams, for the proactive management of the costs associated with service delivery for Three. Including the budget, forecasting, monitoring and reporting spend against the delivery of value to the shareholders and the proactive identification and implementation of efficiency and cost optimisation initiatives.

Accountable for the leadership, performance management and development of the shareholder's service delivery team.

Essential Skills:

Someone who has led a Service Management function, in a complex, 24/7 critical infrastructure type environment e.g. Telecoms, Power, Rail.

Service Management pedigree, i.e. ITIL or equivalent qualifications in Service Management.

Significant experience of establishing, developing and leading a service delivery or service management function to achieve agreed business outcomes, performance targets and industry benchmarks.

Detailed knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.

Significant experience of building deep, effective relationships and an understanding of organisational politics. An ability to use these to socialise and influence stakeholders. Strong experience of working with, briefing and influencing senior members of leadership teams.

Strong experience of managing the natural tensions between customer, commercial and technical requirements.

Experience of bringing industry best practice into an organisation and using this to drive continuous improvement and an understanding of how to lead and manage high performance teams.

Experience of managing remotely located, cross-functional teams. Strong safety/quality/compliance knowledge of mobile or fixed network technologies.

Experience of working in or with a JV organisation.

Project People is acting as an Employment Agency in relation to this vacancy.