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Head of Service Delivery

Premium Job From Penguin Random House UK
Recruiter: Penguin Random House UK
Listed on: 17th January
Location: London
Salary/Rate: Competitive + Benefits
Salary Notes: Competitive + Benefits
Type: Permanent
Start Date: ASAP

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Penguin Random House UK is the world's leading trade publisher, championing brilliant voices from across the globe, bringing their stories, ideas and writing to audiences everywhere.
After delivering a strategic collaboration platform to the Business, our Technology Team is now moving forward into delivering a truly digital workplace; enabling our colleagues to fulfil our mission - we make books for everyone, because a book can change anyone.
This is an exciting opportunity for a purpose-led individual to join our team as Head of Service Delivery. We are looking for a strategic leader to take responsibility for the direction and strategy of the Service Management, Service Introduction & Change and Technology Support functions along with accountability for related policies and procedures. The position is accountable for ensuring that Technology delivers appropriate and consistent levels of service to the business from both the internal teams and its suppliers at the right cost and that Technology services are stable, meeting availability targets and that there is a continuous improvement framework in place.
Our Technology colleagues thrive on working with individuals who are open, collaborative, supportive; and can quickly build relationships with colleagues across the business - a talented and diverse team is what will make us all successful. If you are someone who would enjoy leading and championing excellent technology service for a well-loved brand, we'd love to hear from you.
The Head of Service Delivery will lead a team of c. 30.  
Core Responsibilities:

This role sets the direction and management of the Technology Service Desk, all Service Management functions, End-User Computing, Systems Operations & Monitoring, supplier management & procurement, driving a customer focused approach to technology support across all PRH EMEIA locations.
Manage the Service Delivery team and 3rd parties to deliver customer-focussed, cost effective business as usual support.
Ensure that policies, procedures, governance and standards required to support the department to enable the business to achieve its goals.
Management of high severity incidents, through to service restoration, including communication to the business.
Responsible for ensuring timely resolution of incidents, root cause analysis of problems and implementations of changes to correct deficiencies in the current environment.
Plan, implement and manage transition to live and technology upgrades.
Enhance monthly reporting for Technology service teams and drive ongoing review and improvement.
Ensure a central repository and artefacts for knowledge management is in place, maintained and leveraged on an ongoing basis.
Develop Team plans for projects in conjunction with project managers and manage own and team resources to ensure that the team delivers to committed tasks.
Maintain Service Delivery budget ensuring that all costs are accounted for and future costs forecasted.
Establish and maintain governance process with key suppliers & participate in regular service reviews with suppliers to ensure SLAs are met etc.
Reduce service costs on a continuous basis by understanding key costs and their drivers, and analysing & identifying opportunities to further drive down costs while maintaining quality.

Business engagement:

Ensure seamless communication/escalation procedures are established across all functions supporting the delivery of business technology solutions.
Drive business value through identifying, shaping and delivering fit for purpose business technology solutions; you'll assist Penguin Random House colleagues with adopting new business technology solutions.


Provide authentic, credible and inclusive leadership within your function and the vendors you interact with.
You'll take pride in performing as a valued member of team technology, both as the business technology domain expert and significantly contributing to the success of the wider IT agenda.
Develop, define and maintain the Technology Service Delivery and associated roadmaps.  Ensure that this is understood and embedded within the team and our customers.
Perform staff appraisals and create & maintain development & training plans for direct reports.
Conduct regular 1 to 1's with direct reports and foster consistent practice within Service Delivery team.
Actively seek to understand user/business needs & issues (both present & future) by managing relationships across the business.

Candidate Profile:

Demonstrable technology leadership experience in a commercial environment
Experience in leading business technology, support and project delivery, ideally in a similar multinational organisation.
Strong business acumen, and a results driven attitude with a focus on service and value.
Able to engage people on all levels and stong persuasive presentation skills.
Strong project management, business process analysis experience.
Ability to manage finances and resources.
High level of written and verbal communication skills.
High level of attention to detail.
Ability to maintain security and confidentiality over sensitive information.
Experience building high performing, ITIL aligned service delivery teams, with clear roles and responsibilities; defined skill-sets, training paths and progression planning.  
ITIL certified to an intermediate level with experience of building and enhancing incident, problem, change, capacity, availability knowledge, service asset & configuration management practices.
Detailed understanding of Supplier Management with additional experience of multiple vendor and contract management 
Strong knowledge and experience of Microsoft & Apple operating systems and hardware and relevant enterprise management tooling (SCCM, Jamf, Intune etc.)
Must be used to providing service models around the main Microsoft product set and O365 Cloud based solutions.
Good understanding of identity and access management best practice and relevant tooling to a SOX auditable level.
Experience in creating, maintaining and reporting on SLAs, OLAs and KPIs.

Please apply with your CV and cover letter by midnight on Monday 31st January.
What you can expect from us:
Salary: c. £90,000 depending on how your skills and experience align to the role, plus bonus and benefits. We will be happy to discuss compensation level in more detail over the course of the interview process.
Our employees are the heart of our business. We have a range of benefits to reflect our commitment to our employees, some of which are:

25 days paid holiday entitlement in year one (plus bank holidays), increasing a day each year up to 30 days
Medical Cover
Life assurance
Cycle to Work scheme
Discounted gym membership
Generous pension scheme
Summer working hours (role dependent)
Volunteering policy and charity matching
Employee Assistance programme
Mentoring programme
Extended gender neutral parental leave
60% Discount on Company books
Each site has trained mental health first aiders
We plant a tree for every new employee to our business

Our creativity is inspired by different perspectives, so we want our culture to be one of belonging, where everyone feels welcome and where differences are celebrated.