Department Head | Service Delivery  

Penbrothers is a leader in building remote teams. We need a Head of Service Delivery who has experience in collaborating at a senior management level and in leading high-performing professionals to be efficient, productive, and effective in optimizing client satisfaction. Our ideal candidate has extensive experience within the start-up world, with strong leadership skills and the ability to approach business from a creative point of view.

The Head of Service Delivery identifies clients needs and oversees the delivery of services by establishing processes to provide consistently high levels of customer service in a cost-effective manner. This role involves assessing customer feedback and improving procedures accordingly to ensure that exceptional customer service is provided at all times.The Head of Service delivery will manage a team and oversee all employees within the service delivery department.

Establish Delivery Processes - A key part of the role of the Service Delivery Head is to establish and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.

Supervise Staff Service - delivery Head oversees employees in different stages of the delivery process, even though they may not be their direct line manager. The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.

Manage Customer Expectations - this role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Service delivery Head will evaluate a customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, service delivery managers conduct additional research.

Create Cost-Effective Systems - the Service Delivery Head will ensure that processes are efficient and cost-effective and will aim to find ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.

Build Partnerships Service Delivery - Head is responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.

Leadership – Service Delivery Head must have a strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well.

Communication Skills – Service Delivery Head must possess a strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service

Computer Skills – The administrative side of this role requires excellent computer skills to analyze data and create reports

Teamwork – Service Delivery Head need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff

Detail-Oriented – This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful

Quick Decision - making and effective communication in a fast-paced, high volume organization

Experience and Success - operating in a fast-paced environment- where deadlines, priorities, and initiatives change frequently.

Education - Bachelor's degree, preferred but not required. With a minimum of 10 years experience in a Startup settings and or Shared Services set up or similar environment.