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Service Delivery Team Leader


About Wavex

Wavex Technology is an award winning, independent IT firm, offering secure and fully managed IT service. We design, deliver and manage solutions to meet our client's strategic IT needs, across Cloud, Infrastructure, Connectivity and End-User services.

Wavex has recently launched a new and exciting service product (called APEX®). Designed to disrupt the IT managed services sector and unmatched by competitors, it is seeing incredible interest from potential customers. In order to capitalise on this demand and on our market leading position we need experienced Service Delivery Leader to join our team and work with us to meet our ambitious growth plans.

About the role

Reporting to the Head of Sales, the Service Delivery Team Leader will be responsible for providing the leadership to the Service Delivery Team and driving the improvements to the Wavex services.

You will lead from the front and as such you will also work with the Clients at both, senior and operational level to ensure that you develop and maintain good understanding of their business strategy and devise a strategy to help them align IT to their needs through our Apex Roadmap tool.

This role is split between service delivery, operating within an IT managed services, sales based account management and line management responsibilities. To be successful in this role, you will need to be comfortable to all aspects of the role.

Responsibilities

Team and functional leadership
  • Be a role-model for the team, set the standards, offer support and guidance
  • Establish appropriate mechanisms (leading team meetings and informal briefings) as defined by the Head of Sales
  • Perform team appraisals (incl. setting KPIs and SMART targets) and weekly one-to-one meetings. Keep the team engaged, focused and motivated
  • Assist in shaping the Service Delivery governance, structure and approach including service catalogue, partner management, documents, policies and templates as defined by the Head of Sales
  • Aid the continual improvement of the department. Suggest service management capability, standards, methods and processes improvements
  • Represent Service Delivery as a function within the organization and contribute to internal wider company initiatives and projects
  • Assist the Head of Sales with reporting and project requests
  • Promote and champion the benefits of Wavex ITIL Service Management within the department and wider, within the whole business
  • Act as an ambassador for Wavex, both internally and externally
Management Information
  • Create and maintain account development plans for your client base though the Wavex Roadmap, which aligns to the client business strategy.
  • Ensure all service management activities are fully documented
  • Provide detailed and accurate financial forecasts for all clients within your portfolio
  • Provide detailed and accurate performance metrics/statistics reporting to substantiate the Wavex service performance. Ensure there is an explanation accompanying any change in trends both, positive and negative
  • Monitor the contracted Service Levels with demonstration of performance and Service Level achievement through effective reporting and communication
  • Produce the content for Service Development meetings with Clients, focusing on strategy, service and risk
  • Act as an advisory and liaison for the business for all service improvements and changes
    Client Management
    • Liaise with the client regarding the projects delivered to the client
    • Build strong productive working relationships with your client base and their management teams
    • Ensure the clients is aware of Wavex new services and how Wavex is different in the general IT market, giving examples of completed projects for other clients
    • Ensure effective, timely and accurate communication to the relevant clients. Build plan to address performance deficit
    • Liaise closely with the client and where necessary, supervise the escalation process for major issues
    • Organise regular operational and service reviews with customers on a weekly, monthly, quarterly, and annual basis. Have a clear strategy for each meeting
    • Ensure all SLAs are transparent and align with the client’s business objectives
    • Ensure all clients are assessed against the Wavex IT Maturity Matrix and use this to plan the evolution of the clients infrastructure and services
    • Provide key performance indicator (KPI) metrics and statistics reporting to the client as required.
    Service Operations
    • Monitor performance of all areas of service against agreed SLAs
    • Act as a primary internal point of notification and escalation for all critical issues that impact the client
    • Work alongside the Project Manager (who owns this process) to smoothly transition new clients into Wavex via the new client take-on process
    • Contribute to and oversee service improvement projects, to increase service quality and standardisation of service delivery across Wavex
    • Stay abreast of all key aspects of client’s current IT environment
    Commercial Management
    • Maintain an excellent understanding of the Clients IT budget allocation, planned discretionary and non-discretionary spending plans and projects. Use this information to pursue revenue opportunities for Wavex which are within the scope of Wavex capabilities
    • Ensure good understanding of the Client’s operational environment in relation to their business objectives, in order to deliver consistent value. Seek new opportunities for APEX within clients businesses (HR, Facilities, Workflow)
    • Work with the Lead Service Delivery Manager and the Finance Team to ensure that revenue generating services are captured effectively and presented for invoicing and all relevant business controls are in place, to achieve and exceed planned commercial targets
    • Attend new opportunity reviews and provide input on Wavex service offering, highlighting potential risks and issues as required
    • Produce and present proposals for upsell and cross sell opportunities into your client base. Develop the Roadmap for each of your clients and use this to plan activities and opportunities for the account.
    • Provide service delivery input into new sales bids and proposal generation.
    • Provide service delivery input into contractual reviews and commercial negotiations
    • Manage contractual change, ensuring that all change is reviewed commercially and that Wavex is charging for any and all incremental services/activities that are provided to the client
    • Work with client to build full understanding of their business operations, and where applicable, develop strategy for future requirements
    Other responsibilities
    • Promote and champion the benefits of Wavex ITIL Service Management within the department and wider, within the whole business
    • Build relationships and morale within the respective teams and other departments, to provide a positive working environment. Provide effective and diplomatic communication at all levels.
    • Promote, embrace and instil the Company values within the team. Act as an ambassador for Wavex, both internally and externally
    • Provide input into the creation and ongoing development of the service management procedures and projects
    • Seek new opportunities for APEX within clients businesses (HR, Facilities, Workflow)
    Qualifications and Experience
    • ITIL Certification (minimum Foundation level)
    • Track record of leading a team of Delivery Managers / Account Managers
    • Track record of generating business revenue through up-selling and cross-selling
    • Experience of forecasting and budgeting
    • Commercial understanding of contracts (being able to analyse the financial data)
    • Experience of creating customer IT strategies and Roadmaps
    • Experience of writing proposals to a high standard and delivering professional presentations
    • Familiar and comfortable with the concept of multiple technologies i.e. hosting, virtualisation, desktop, networks, etc.
    About the person
    • Professional appearance and demeanour
    • Excellent interpersonal skills with the ability to develop and maintain relationships
    • Articulate
    • Team player
    • Patient
    • Comfortable dealing with pressure
    Remuneration
    • Basic salary + bonus
    • 21 days’ holiday plus additional day off on your birthday
    • Earn holiday with your years of service
    • Flexible working hours
    • Pension scheme
    • Private medical and dental insurance

    And more! See our full range of benefits here.


    How to apply

    Please send us your full and updated CV to careers@wavex.co.uk



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