PURPOSE OF THE ROLE
Reporting to the Partnership Director, responsible for delivering IT and business transformation services through a Joint Venture Company (JVC) owned by Agilisys and Hammersmith & Fulham Council. The JVC – H&F Bridge Partnership – currently provides business as usual IT services and a wide range of transformation projects for the Council under a ten year contract that commenced in November 2006. The JVC is also now starting to deliver similar services to other public sector clients in London. The Service Director undertakes both commercial and IT service delivery management for the company. Consistently and efficiently managing large technical teams of people, projects & service leaders to ensure overall delivery is to contract, budget and customer satisfaction. Accountability for managing partners and suppliers including external support contracts. The Service Director plays a vital role in driving cultural and strategic change in the organisation. Creative, resourceful and influential with high energy levels and the ability to maximise performance of teams through strong, experienced leadership.
KEY RESPONSIBILITIES
- Accountable and responsible for financial success through cost control, service and customer management.
- Develops strong relationships with client and IT delivery teams
- Improving commercial position and recognising the value of the service we provide
- Aware of risks and ensure these are managed and mitigated effectively
- Proactive in bringing innovation to all aspects of the service
- Review current operations and plan and introduce efficiencies
- Understanding the client’s business objectives and translating this into the IT and business transformation services we provide
- Proactive in bringing innovation to all aspects of the service.
- Maximising the value of shared services across the wider business
PERSON SPECIFICATION
Knowledge/Skills
- Proven 10 years+ delivery & commercial track record on IT Outsourcing or services business of £10+m per annum.
- Proven ability to lead, manage and deliver 'best in class' service in complex, high activity environments.
- Experience of large customer service operations and in the design of complex service and support operations, with a track record in the management and delivery of services to customers.
- Highly experienced in actively managing client relationships, covering all service, commercial, negotiation, risk and opportunity development aspects.
- Excellent service management skills
- Excellent project/programme management skills (Prince2/MSP)
- Time management skills
- Proven credibility at senior level, and influencing and leadership skills
- Excellent presentational and written skills
Qualification
- Qualification in ITIL or other service delivery / management methodologies or frameworks is highly desirable
Qualities
- Motivated by challenges and able to work in a dynamic and results orientated way
- Mature, structured approach to dealing with difficult situations
- Able to drive culture change
- Calm, able to work under pressure and provide leadership to others
- A passion for service delivery to meet SLAs and client expectations
LOCATION: London
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