Head of Service Delivery

Role Title

Head of Service Delivery

Business Area

CAPTG Europe

Career Stream

M

Career Level

3

Location

Leeds or Manchester

Reports to

Director, Service & Infrastructure

Number of direct reports

7

Number of total reports

7

Department Context

The Cox Automotive Product & Technology Group in Europe (CAPTG) is a collection of Product & Technology teams who together deliver & support all of the digital solutions for Cox Automotive and its businesses within the UK & Europe. Our mission is to deliver exceptional Products and Technology services that support our business operations and drive innovation.

This includes Product Management, Software Engineering, Programme Delivery, Service, Infrastructure, Security, Architecture & Data.

The Service & Infrastructure teams operate together as a function within that structure.

Scope of Role

We are seeking an experienced and dynamic Head of IT Service Delivery to lead our service delivery team, ensuring the seamless operation of IT services across the organisation. This is a pivotal role that combines strategic planning with operational management, driving service excellence and continuous improvement. Ensuring the highest standards of Technology service are provided to the Cox Automotive Europe businesses.

Working cross-functionally with wider teams within CAPTG, you will ensure that our internal team members and customers are receiving the best service possible. This role is responsible for Service Desk, Workplace Technology / End User Computing, Change, Major Incident and Problem Management, Service Transition & Supplier Management for associated services.

We are looking for a specialist in service management disciplines with experience in implementing and maturing Service Management capabilities. An enthusiastic and motivated individual with excellent leadership, technical, communication and organisational skills.

Set the vision for Service, optimize processes, and cultivate a collaborative, high-performing team. Develop and implement service delivery strategies aligned with ITIL, ISO, and best practices. Ownership of Service Management tooling to manage and report against service performance. This role will drive, influence & measure the service quality and performance from other CAPTG teams.

Objectives for Role

Leadership and Management

·       Lead and manage the Team Member Services and Service Management functions, ensuring effective performance management, professional development, and succession planning.

·       Line management of 7 and indirect management of10-20

·       Mentor, coach, and line manage teams and services - developing their skills and capabilities to meet the needs of the organisation, as well as building on existing recruiting capabilities to address new needs or skill gaps.

·       Line management of several key teams including the Head of Team Member Services, Problem/Incident, Change Management and Service Transition.

Team Member Services

·       Oversee the IT service desk operations, ensuring timely and effective resolution of user issues and requests.

·       Manage and support end user computing environments, ensuring users have the necessary tools and resources to perform their roles effectively.

·       Manage IT assets throughout their lifecycle, including procurement, deployment, maintenance, and disposal, ensuring accurate asset tracking and reporting.

·       Accountable for the Asset Management processes and ensures the maintenance of the Asset Register/CMDB through IT front-line operational staff.

·       Improving user experience in our systems and processes

Service Management

·       Provide subject matter expertise on Service Management for all CAPTG teams and services.

·       Accountable for the Change, Incident, Problem, and Service Transition functions.

·       Develop and implement service delivery strategies aligned with organizational goals.

·       Ensure high-quality service delivery and continuous improvement of IT services

·       Accountable for ensuring the IT Services are measured, monitored, reviewed and continually improved and aligned to industry best practice and benchmarking.

·       Act as a point of escalation during the resolution of business-critical incidents as well as service delivery queries for designated business units

·       Oversee change management processes to ensure smooth transitions and minimal impact on services.

·       Monitor and report on IT service delivery performance, using metrics and KPIs to drive continuous improvement.

·       Ensure effective incident and problem management processes to minimize service disruptions.

·       Oversee the management of the Change function. Proactively seek alignment with US colleagues to help drive efficiencies and improvements

·       To provide regular reporting to the Director of Service Delivery and ELT as required.

·       Producing regular (monthly) management reports for CAPTG Services / Business Units and attend review meetings, delivering presentations on our service performance and sharing trends/analysis.

·       Drive the delivery of achieving the ISO20000 Service Management certification as well as supporting our TMS functional leader to achieve a Service Desk accreditation.

Stakeholder Management:

·       Develop and lead the implementation of long-term strategic plans for IT service management

·       Deputise for the Service & Infrastructure Director, including representation in key internal boards / committees / project and/or programme delivery and governance meetings, and with external partners

·       Responsible for managing relevant IT Service escalations including dealing with Service Providers, Senior business stakeholders/service owners and Leadership towards achieving a successful outcome.

·       Build and maintain strong relationships with internal and external stakeholders.

·       Act as the primary point of contact for service delivery issues and escalations.

·       Communicate service performance and improvement plans to stakeholders.

·       To gather formal and informal customer feedback via stakeholder meetings to ensure that all support issues and ideas are identified and addressed.

·       Interacting and building relationships with stakeholders, delivery managers, product owners, tech leads and principles across the business to understand existing services, components and dependencies.

·       Responsible for maintaining relationships and contractual/SLA oversight with IT Service providers

Financial Management

·       Manage the service delivery budget and ensure cost-effective delivery of services.

·       Monitor and report on financial performance related to service delivery.

Continual Improvement

·       Foster a culture of continuous improvement, knowledge sharing, and client satisfaction.

·       Drive service improvements and enhance customer satisfaction by identifying improvement opportunities and implementing efficiencies.

·       Maintain Service Improvement Plans (SIP) to continually strive to increase performance and improve quality & customer satisfaction

·       Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.

Governance and Security

·       Evolve and define governance for IT service management practices

·       Identify and mitigate risks associated with service delivery.

·       Ensure IT services comply with relevant regulations, security standards, policies and procedures.

·       Implement and maintain robust service delivery policies and procedures.

·       Proactively identify risks and ensure that they are effectively managed and that appropriate actions are taken to ensure that all IT related activities operate within a suitable internal controls environment.