As Head of Service Delivery and Deployment, you will lead a team of Service Delivery Managers to drive and deliver service excellence leading to world-class levels of customer satisfaction. Our Service Delivery team acts as the voice of the customer and ensures that our customer's Services are running to the highest standards and are always meeting their needs and expectations.
Lead, coach and manage the team to ensure that skills and expertise are maintained at the appropriate and current levels and are fit for future
Monitor the satisfaction levels of Cloud Service clients through review and dialogue
Review the service operation against agreed criteria through regular client engagement
Drive the model for delivery in line with the wider Operational model
Prepare and run Service Review meetings for key clients
Work with finance to manage customer ramp
Provide regular summaries of the service provided to clients to the executive team
Provide a point of escalation within UKCloud for accounts
Collect client feedback and use to develop and enhance internal processes and delivery mechanisms to improve client service
Evolve the service to investigate more effective ways to deliver current service delivery and additional services
Understand client issues, diffuse pressure situations and achieve the highest levels of client satisfaction
Build strong working relationships with internal technical, operational and sales teams, as well as 3rd parties UKCloud.
Leader, manager and coach with a passion for excellent customer service and continuous service improvement
Solid experience managing teams in a service organisation · Experience of working collaboratively, across teams and with customers, to deliver positive service and change
Experience of working as a Technical Account Manager or Service Manager
Awareness of regulatory, security and compliance standards
Appreciation of project / programme management techniques
Delivering service delivery in complex technical client environments
Responsibilities for delivering business critical services
Creation and execution of Service Improvement Plans
Relevant ITIL qualification preferred
Experience of working in or with the UK Public Sector
About the company
UKCloud provides an unbeatable, range of secure cloud services. Focussed solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.
Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of over 250 people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.
Competitive salary plus commission
25 days' holiday increasing to 30 days over length of service, half a day birthday leave, charity day
Access to free parking
Active social and charity events
Cycle to work scheme
UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible applicants. Applicants must be eligible to work and live in the UK and will be required to undergo and maintain appropriate UK government security clearance.
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