Service Delivery Director
RecruiterMacmillan Davies
Posted onTue, 17 Nov 2020
Job RoleGeneralist
Job PositionDirector
Salary£90000 - £100000 per annum
LocationLondon (London, England)
Contract TypePermanent
Working HoursFull Time
Job reference25448/001
Application contactRay Moore
Contact Phone07506 755661

Job Description

Service Delivery Director

This exciting position, Service Delivery Director, will be the driving force and play an essential part of a team working together and maximising customer satisfaction across the business, whilst supporting Account Directors in the development of their customer relationships.
Reporting to the Customer Operations Director, the role of Service Delivery Director comes with the full Managed Services responsibility which includes Service Level Agreements (SLA's) and Profit & Loss (P&L), for one or more nominated customers.

Key Accountabilities
*Financial Management
Operational P&L Budget, Manage Overall SLA's performance, Penalty's, constant review of cost and financial efficiency.
*Customer Satisfaction
Responsible client relationship, satisfaction, promote customer awareness, manage the customer governance model, identify areas for improvement, issue root cause analysis and remediation agreements with the customer.
*Operational/Service Excellence
Drive productivity, processes, continuous improvement, marketing spend and management of all contractual obligations.
*Leadership and Talent Management
Develop a performance culture, employee engagement, grow internal talent, leadership accountability, building key relationships and act as a primary senior escalation for IT.

Knowledge Skills and Experience
*Business Knowledge
Commercial awareness, internal contract management processes, New business process, Change management, governance, Business process improvements, strategic focus and leadership.
*Essential Functional/ Technical skills
HR and Payroll knowledge or experience of managing large shared services teams, strong experience in a senior leadership role, strong financial management experience, managing a large P&L, working with senior executives in a large corporate organisation.
*Personal Attributes/ Competencies
Good communicator, ability to build and manage long standing relationships, well organised, self-starter with the ability to independently manage, can do attitude with a belief there is always room for improvement, customer centric approach to managing people and customers.


This is a highly complex role leading multiple teams to achieve the very high standards required to ensure the smooth running of the service delivered.

About Macmillan Davies

Macmillan Davies specialise in the recruitment of HR professionals at all levels on both an interim and permanent basis. We provide client with outstanding HR professionals who can transform their organisation and we provide HR professionals with outstanding opportunities that can transform their careers.
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