Head of Delivery Job at Wellington IT
Job Summary:
You will lead and be accountable for developing and growing a scalable professional services team that provides an exceptional service delivery, consistent with the company’s mission and values. You will be responsible for the management of all of our implementation projects ensuring delivery in line with customer and company expectations. You will develop and drive the execution of the service delivery strategy by building strong relationships with our customers and developing effective long-term partnerships.
Job Description :
You will lead and be accountable for developing and growing a scalable professional services team that provides an exceptional service delivery, consistent with the company’s mission and values. You will be responsible for the management of all of our implementation projects ensuring delivery in line with customer and company expectations. You will develop and drive the execution of the service delivery strategy by building strong relationships with our customers and developing effective long-term partnerships.
In a bit more detail you will:
- Ensure projects are appropriately planned and managed, including project reviews to track potential over runs
- Be proactive in communication with customers, arranging regular calls / site visits to build strong relationships
- Analyse customer interactions within the service delivery team to identify and share opportunities for the Professional Services team
- Implement and track KPI’s including billability/utilisation/capacity planning and use this data to plan ongoing resource requirements for the Professional Services team
- Own the customer relationship from a project perspective for new and subsequent projects
- Engage strategically with the customer in terms of product, usage and requirements, and the objectives they are trying to achieve
- Ensure the customer has a seamless transition from project delivery to post implementation support
- Work closely with Finance to produce accurate revenue forecasts based on bookings and capacity and oversee the professional services team in relation to billing activity, encompassing customer signoff and query resolution
- People management responsibility for the Professional Services team including recruitment, onboarding, talent development, coaching, guidance, and mentorship
- Measure and ensure customer satisfaction on project delivery and consultancy
- Travel throughout Ireland as required to other company or customer sites to fully meet the needs of the role (<50%)
- Any other reasonable duties as required by Management
Who will I report to?
Managing Director
What do I need to be eligible to apply?
- A minimum of 5 years’ experience in a service delivery management role
- Demonstrable track record of proactively spearheading improvements inside a service delivery team
- Experience of direct people management including coaching and motivating team members and managing performance
- Impressive executive presence and communication abilities. You have the ability to influence, negotiate and persuade multiple stakeholders at all levels
- Trusted adviser, listen to understand before being understood – move the current perception of the customer to think differently about Wellington IT
- Experience of analysing data, making changes as a result and preparing management reports
- Proven ability to work efficiently in a high-pressure environment
- Excellent written and verbal communication skills and ability to present information to all levels
- You are passionate about continuous improvement and being a part of solutions that will improve the state of our business.
- Currently holds the independent right to work in UK/Ireland
- A full, clean and valid issued driving licence
It’s not a deal breaker, but we’d love it if you also had:
- A Service Management qualification e.g. ITIL
- A 3rd level qualification
- Knowledge or experience of Credit Unions or the wider Financial Services industry
How do I apply?
If this role sounds up your street, please visit the careers page on our website to submit your CV via the online application process.
Wellington IT reserves the right to enhance the criteria as necessary to facilitate the shortlisting process.
Wellington IT is an Equal Opportunities Employer
Worker Type:
Regular
We reserve the right to enhance the criteria as necessary to facilitate the shortlisting process
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