Head of Customer Delivery

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Place of work: On-site – Dublin with travel throughout UK&I / Duration: Permanent / Hours of work: Monday to Friday – Office Hours.

About the Company and the Role:

Auxilion is an Irish-owned organisation that has been in business since 2012 and is part of the I.T Alliance Group, which commenced its operation in 1997. Our 500+ workforce is focused on "Building Digital Thinking into your Business". To enable this, we have built our business around a number of Core services: Consulting, Project & Programme Management Services, Managed Services and Digital Services, and Modern Workplace and Technology Platforms.

The Head of Customer Delivery Management is responsible for overseeing the delivery of all Auxilion's offerings (Projects, Services, Consulting…) to our customers, ensuring they meet the highest standards of quality and efficiency. This role involves leading a team of customer delivery managers, coordinating with various departments, and maintaining strong relationships with customers, clients, staff and vendors. The ideal candidate will have a strong background in Customer engagement with experience in ITSM and Project Management, excellent leadership skills, and a passion for Delivery excellence.

Position Responsibilities:

Leadership and Management:

• Lead and manage the service delivery team, providing guidance, support, and development opportunities.
• Develop and implement service delivery strategies that align with the company's goals and objectives.
• Foster a culture of continuous improvement and high performance within the team.

Customer/Service Delivery:

• Oversee the delivery of IT Services, Projects and Consulting to ensure they meet and exceed customer expectations and contractual obligations.
• Develop, maintain and enhance delivery standards and processes.
• Monitor and report on delivery performance, taking corrective actions as necessary.

Customer and Stakeholder Management:

• Build and maintain strong long-term relationships with customers, understanding their needs and ensuring their satisfaction.
• Act as the primary point of contact for escalations and major incidents.
• Collaborate with internal teams and stakeholders to ensure seamless service delivery.
• Manage the budget for the Customer delivery department, ensuring cost-effective delivery.
• Negotiate contracts with vendors and service providers, ensuring value for money.
• Identify opportunities for improving delivery processes and implement changes.
• Stay updated with industry trends and best practices, incorporating them into the delivery strategy.

Qualifications and Skills:

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Proven experience in IT service delivery management and/or Project Management, with at least 5 years in a leadership role.
• Strong understanding of IT infrastructure, cloud services, and software platforms.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Familiarity with ITIL, PMBOK or other IT management frameworks is essential.

Business Competencies:

• Strong business and commercial acumen.
• Deep understanding of Service and Project management.
• Ability to lead and inspire a team towards achieving common goals.
• Strong analytical skills to address service disruptions and implement effective solutions.
• Excellent verbal and written communication skills for interacting with clients, stakeholders, and team members.
• Commitment to delivering high-quality services that meet client needs.
• Ability to foster a culture of creativity, collaboration, and risk-taking.
• Experience in developing and executing innovation strategies.

Our Company, Auxilion – About Us

• We believe in profitable growth for the long-term sustainability of the company, for the benefit of our people and our customers.
• We work for the benefit of our customers and their customers, with responsibility and care, with a view to a long-term relationship.
• We value our people, encourage quality, teamwork and development and we acknowledge performance.
• We continually look to do things differently; we optimise; we innovate; we embrace change.
• We are truthful and honest with ourselves and others; we fulfil our commitments on time and acknowledge and learn from our mistakes.
• We conduct ourselves in a professional manner that is integral to a leading services company.

Seniority level: Not Applicable

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting