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Head of Service Delivery Excellence
2 months ago
Job Title: Head of Service Delivery Excellence
Job Summary: We are seeking a highly skilled and experienced professional to lead our service delivery team and drive excellence in process management.
Key Responsibilities:
- Drive Service Delivery: Oversee the delivery of client processes in accordance with contracted Service Level Agreements, ensuring timely, accurate, and quality service delivery.
- Establish Key Performance Indicators: Develop and review Key Performance Indicators (KPIs) aligned with Service Level Agreements, ensuring that these metrics are effectively tracked and reported.
- Manage Budgets: Oversee budgets for assigned processes, ensuring effective cost management and control.
- Operational Excellence: Ensure operational adherence to internal procedures and controls, as well as compliance with internal and external regulatory standards.
- Strategic Planning: Provide strategic operations planning and implementation inputs for corporate business plans, driving business growth and improvement.
- Process Improvement: Develop and monitor key indicators to track and control process capabilities, ensuring productivity enhancement and cost reduction.
- Cost Mitigation: Develop tools and techniques to mitigate the cost of bad quality, ensuring a high-quality service delivery.
- Resource Management: Recruit and manage the appropriate resource base to deliver client processes within agreed SLAs.
- Capacity Planning: Build and optimize capacity models to handle peak volumes in a multi-site/shift scenario, balancing service and costs.
- Issue Management: Manage escalated service and contractual issues, ensuring prompt resolution and customer satisfaction.
- Process Improvement Projects: Lead, implement, and deliver process improvement projects, driving business excellence and improvement.
- Business Continuity: Liaise with the R&C/BC team for disaster recovery and business continuity planning, ensuring business resilience.
- Culture of Excellence: Establish a culture of continuous improvement, encouraging the identification, evaluation, and implementation of improvement opportunities.
- Bid Support: Coordinate with the Capita senior management team to support new bids, driving business growth and expansion.
Working with Capita: Work closely with the Capita Onshore team and the transition team to achieve seamless migration of processes, ensuring a smooth transition and excellent service delivery.
