H2R Technology are pleased to have the opportunity to drive the recruitment of a unique role within an amazing organisation, Volpara Solutions, setting out to change lives globally with their software and products.
The Head of Service Delivery is responsible for leading a high performing customer focused service delivery team to deliver high quality, efficient, secure and reliable customer services. The role will provide an emphasis on enhancing and maintaining our quality metrics whilst meeting our regulatory and information security compliance obligations.
The role will be very customer focused, with a commercial mind-set and strong drive to continuously improve our service delivery function. Continuous process improvement and relationship management is fundamental to this role and will require the ongoing alignment of processes executed in multiple teams in many geographical jurisdictions.
Key Responsibilities:
· Lead and develop a high performing Service Delivery team and encourage an adaptive culture, with excellent customer service, continuous process improvement with a proactive can-do attitude mind-set.
· Ensure customer service levels are delivered with consistent performance, including management of any third-party service providers.
· Build strong relationships with key business stakeholders and be the Service Delivery integration and escalation point across our various customer jurisdictions.
· Use innovation and automation to continuously optimise service delivery processes, manage our operational risk and avoid any impact to service levels.
· Implement robust processes and practices to ensure our operational risks are minimised and we meet our ISO 27001 information security obligations.
· Effectively lead through challenges, obstacles and high stress situations in a calm and efficient manner always maintaining a positive, supportive, customer focussed and collaborative approach. This includes Incident and Problem Management across all our jurisdictions.
· Lead with a commercial mind-set, and leverage partners in accordance with Operations strategy to maximise business value in return for investment.
· As part of the Operations leadership team contributing to Operations strategy, its definition, development, communication and implementation to meet organisational objectives.
· Lead communications of major incidents to senior leaders, customers and provide out of hours support as required for major incidents.
· Providing comprehensive reporting on Service Delivery functions noting quality metrics trend analysis, problem management and continuous process improvement opportunities.
You will have:
· 10+ years’ experience of both waterfall and continuous delivery environments.
· 5+ years’ management experience in a software environment.
· Extensive experience defining or enhancing processes, tools and frameworks in a continuous delivery environment.
· Can champion continuous process improvement initiatives across a service delivery to improve quality metric outcomes.
· Experience leading geographically distributed teams and collaborating closely with customer support services based in other jurisdictions.
· Experience using risk frameworks including ISO 14971 or FMEA would be advantageous.
If you are keen on being part of an organisation that is doing amazing things in the MedTech market globally and you feel you have the experience – then this is the role for you.
Apply by sending your CV to Kane Landers – ********** quoting “25573 – Head of Service Delivery” in the subject line. Alternatively, you can apply using the button below. You can call me on (04) 499 9471 for more information.
