This is an exciting opportunity for an experienced, IT Customer Service and Delivery professional who can contribute to the creation and development of new processes, procedures and people and instil new ways of working across the IT teams to help deliver services that truly meet the needs of the user community. This newly created role is looking for someone to shape the position and the team with a “no-nonsense” approach with extensive experience in IT roles and leadership of hybrid / remote teams.

You will be taking the lead on a challenging journey to ensure all services are robust and resilient, managing service performance for our customers and building strong relationships across the organisation.

The successful candidate can be based anywhere in the UK and will mostly work remotely however some travel to the London office will be required on occasion.  

Key Responsibilities 

  • Own the customer service journey and lifecycle, from engagement and communications with users/partners through to the resolution of issues. You will be the go-to business partner for key customers, initiating a new approach to business relationship management.
  • Lead a continuous improvement culture, steadily increasing the maturity of all aspects of service delivery.
  • Increasingly minimise the requirement for escalations.
  • Budget management to deliver the most cost-effective approach possible for the organisation.
  • Work in partnership with the Technology and Information Security teams on shared areas of responsibility, including business continuity; risk management; supplier service levels; vendor contract management (including DPIAs and supplier assessments); incident management and prioritisation.
  • Proven commitment and success in relation to the continuous improvement of IT services and teams, including operational management and capability development.
  • Ongoing development of teams and individuals to increase the quality of service and provide appropriate development pathways for them to improve skills and delivery.
  • Delivery of meaningful reporting and planning information related to service delivery.
  • Supplier management and engagement across a wide range of large, small, specialist and complex vendors.
  • Experience in the practical application of ITIL framework and principles.
  • Leadership and/or management of the deployment and improvement of ITSM tools.
  • Resource and financial management (e.g., budgets, staffing, equipment, 3rd party suppliers).
  • Formal qualification/training in a relevant IT discipline e.g., ITIL Practitioner, Service Desk Institute.

Desirable skills

  • Outsourcing/insourcing transition management.
  • Experience of Hornbill ITSM.
  • Degree-level education relevant to IT and/or service delivery.

This opportunity is working in the charitable sector; bringing together the mindset of “making a difference” with the prospect of professional development by making the role your own. It will take a special kind of Service Delivery professional to bring the experience and vision to make changes to this incredible environment; if you think that is you; then we would love to hear from you.

To apply, please email your cv to [email protected], quoting the job title and ref 827.

Avocet Strategic Resourcing / SDR is acting as an employment agency for this role. Please note that every application received is personally reviewed by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.

Applicants must be eligible to live and work in the UK to apply for this role.

Avocet Strategic Resourcing / SDR is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.


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