Head of Service Delivery

Location: Woking, GB

McLaren Applied Technologies:

McLaren Applied Technologies is a high-performance technology company which combines fresh thinking and innovation to solve crucial challenges and improve people's lives in industries as diverse as health, public transport, automotive and motorsport.

 

The Role:

As Head of Service Delivery within McLaren Applied Technologies you will report to the Operations Director and will be responsible for the leadership and the ongoing development of the  Service Delivery strategy. You will work to maintain high quality standards throughout the full product lifecycle,  building the Service capabilitiy into a high performance ITIL function for all product lines and customer markets. This will result in the management of a small Customer Services and support team.

 

Responsibilities:

  • Promote continuous improvement through addressing customer needs efficiently and effectively and increase Customer Satisfaction scores year on year.
  • Responsible for the final quality KPIs and SLAs for all services delivered within MAT.
  • Support Business Development teams with service delivery scoping, design and bid preparation.
  • Full life cycle ownership from bid, service transition and ensure a smooth handover to a business operations.
  • Champion the customer throughout the business and be the first escalation point for live services.
  • Visit customers and be the senior management representative at any regular service review.
  • Support Account Managers in managing internal and external relations to ensure that customers are satisfied.
  • Be available to deal with the out of hours escalation calls and manage them accordingly to ensure the customers problem is contained and solved to the correct satisfaction.  
  • Take responsible for the profitability of services delivery and ensure we remain leading edge, but remain competitive and differentiated within the market.  
  • Reporting - assist in the production of monthly management information boards and exec level updates.  

 

Skills and Experience:

  • ITIL qualified service professional with experience of building and running a service operations function.
  • Extensive experience of delivering in challenging and growing engineering and multidisciplinary project led environments.
  • Extensive experience of developing and delivering against operational plans with experience of a product and services business model.
  • Ability to develop and deliver, through a business function, a world class service environment.
  • Commercial and strategic thinker with vision, leadership, passion, and communication skills but with demonstrable decision-making skills.
  • Experience in a senior leadership role.

 

The Work Environment

You will be based at the world-renowned McLaren Technology Centre. Our campus includes a subsidised restaurant, a café, a gym with a pool, break-out spaces, bicycle storage facilities and more.