Head of Delivery and Support  

This is a hands-on leadership role - player and coach function. The key purpose of this role is to lead and drive the maturity of the service practice which is both professional service and operational support function. Will be part of the leadership team and will be fully accountable for defining and implementing the strategy to deliver the best first-class services to clients.

You will build strong relationships with wider stakeholders and be responsible for the commercial aspects of your team. You and your team will aim to provide a professional service for clients ensuring that all technical services are being delivered in line with quality, commercial outcomes, governance, and process / system KPIs and SLAs.

In addition, maintenance of service delivery and support by continually striving to improve the upkeep and deployment of IT solutions by providing the direction required for successfully meeting the business needs and objectives within requisite timelines, budget, and as per desired quality standard.

You can expect to:

• Lead, develop and manage the service practice of Pensieve.
• Implementation of service best practices ITIL and ITSM processes.
• Create service maturity using CMM standards.
• Define delivery processes, procedures, tools standards, and support services and drive implementation of projects.
• Strong project planning, resource, and capacity planning.
• Strong root cause analysis and closed-loop learning.
• Create informal as well as formal relationships with key stakeholders within our customers.
• Improve organizational efficiency and productivity through the use of systems best practices.
• Manage the various aspects of projects deliverables, budget, risks, and quality.
• Manage the relationship with vendors and system integrators including management of new contracts, review, and renewal of existing support and maintenance agreements, set up and maintain SLA’s, review and approve proposals.
• Act as a focal point of escalation for all issues related to project delivery and operations support including issues with vendors.
• Monitor adherence to procedures and controls at each sub-functional process, such that all relevant procedural / requirements are fulfilled while delivering a quality, cost effective service to internal customers.
• Ensure customer needs and concerns are adequately handled by the Service Delivery Team.

This is a hands-on leadership role - player and coach function. The key purpose of this role is to lead and drive the maturity of the service practice which is both professional service and operational support function. Will be part of the leadership team and will be fully accountable for defining and implementing the strategy to deliver the best first-class services to clients.

You will build strong relationships with wider stakeholders and be responsible for the commercial aspects of your team. You and your team will aim to provide a professional service for clients ensuring that all technical services are being delivered in line with quality, commercial outcomes, governance, and process / system KPIs and SLAs.

In addition, maintenance of service delivery and support by continually striving to improve the upkeep and deployment of IT solutions by providing the direction required for successfully meeting the business needs and objectives within requisite timelines, budget, and as per desired quality standard.

Specific to this role:

• Minimum bachelor’s in Computer Engineering / IT / Computer Science or related domains.
• 5 -8 years of experience in Project Management.
• 3 - 5 years of experience as Practice Manager or Service Line Manager that manages IT service delivery and IT support & operations.
• Ideal Technical background :
  - Middleware.
  - Database systems.
  - Data integration and ETL.
  - Cyber Security.
  - Big Data and AI.
• Project Management related certifications (PMP or PRINCE2), ITIL, ITSM.
• AGILe Certified a plus.
• Certified Scrum Master a plus.
• Promote best practice, professionalism and continuous service improvement across various teams within

Type of person we’re looking for:

• Hands-on experience of setting up and managing Service Desk teams;
• Excellent team worker, with proven leadership and motivational qualities;
• Has experience in the creation and delivery of customer presentations;
• Can demonstrate ability to effectively manage risks over an extended period, with sensible mitigation strategies;
• Comprehensive experience in large, complex, and long term Technical project;
• Excellent and proven problem solving skills.