Head of Technical Services
Based: West London / Middlesex
Salary: Base c. £80,000 + Car Allowance + Bonus+ Benefits
Our client is one of the UK’s leading providers of voice solutions including call recording, WFO / workforce management, quality monitoring, and Speech Analytics. They are 25 years old, and have offices in Middlesex. They work with a number of suppliers, and also develop their own solutions. They have a strong track record in the Financial services / banking space, contact centres, and several central government areas.
We’re looking to hire a new Head of Technical Services
We need someone with a track record of leading and managing an entire delivery & support function. You will need a strong understanding of IT, be technically competent and know what constitutes Professional Services best practice. The successful candidate may also have progressed from an Engineering, Project Management or Service Delivery background with a focus on Enterprise software projects.
We are looking for a manager who loves the challenge of leading a diverse team of people who cover our entire Work Force Optimization product set. You will also be responsible for managing, encouraging and sourcing talent as we flex to accommodate business needs. You will work closely with the CTO and Senior leadership to keep customer satisfaction levels high whilst ensuring we deliver business value and transform to an agile, ‘cloud ready’ ITIL organisation.
Skills, Experience and Attributes Required
Suitable candidates must have a strong track record leading a team of engineers, consultants, PM’s, analysts and technologists with full life-cycle project participation, delivery and ongoing support.
The following are essential:
Experience leading, mentoring and supporting a multi-disciplined team
Strong Service Management (ITIL) skills
Experience owning & managing budgets
A willingness to try new things to influence and embed change
Adept at handling multiple conflicting priorities
Effective problem solving and troubleshooting skills
Strong influencing, negotiating and decision-making skills
Technical background (Engineering, IT, Development or Project Management)
Quick learner, able to understand highly complex requirements and systems
Excellent verbal communication and writing skills in English
Hold a full clean UK Driving License
Ability to travel as needed across the UK and, potentially, globally
Varying degrees of expertise in these would be expected:
Experience transforming a Service Delivery function to use ITIL principles and processes.
Experience with process improvement via automation and/or simplification
Familiar with both traditional and Agile Project Management standards like Prince2, DSDM, Extreme or PMP and where they fit well
Familiar with building & scaling teams to support customer service demands 24/7