Head of Project and Service Delivery Management

FourNet is one of the fastest growing technology businesses in the UK; listed in the Sunday Times Tech Track 100 and the FT1000 Fast Track, we are recognised as the fastest organically growing business within our sector by Megabuyte. As one of the UK’s most successful cloud and managed services providers we have grown year on year for the last 17 years, have won multiple awards and work with some of the most secure, critical, and commercially driven organisations in the UK.

As Fournet continues to develop our services to keep pace with Cloud technologies we a looking for a Senior Manager to develop the Project Management Office and Service Delivery Management team accordingly.

With responsibility for two separate, but closely linked, teams The Head of Project and Service Delivery Management is responsible for the delivery of all customer and internal projects, service transition and the service delivery management team.

Project Management within Fournet now encompasses

• Customer, relationship building and satisfaction
• Project delivery
• Resource management
• Financial project performance
• Program Management
• Service Transition
• Customer lead PMs

The Service Delivery Managers interface directly with the PMs to transition new services into “Business as Usual” and manage the ongoing service relationship with the customer. The lines between PM and SDM are becoming increasingly blurred as Cloud Services perform as one single customer project that runs throughout the lifecycle of the contract.

The Service Delivery Managers are responsible for

• Customer, relationship building and satisfaction
• Service Transition
• A single point of contact for the customer
• Major Incident Management
• Continual Service Improvement
• Service analytics
• Account development

The Head of Project and Service Delivery Management is ultimately responsible for all these activities and for developing the team and the services on offer as the portfolio develops.

Main responsibilities

1. To provide line management, pastoral care and development for each team member
   • Individual team member personal development
   • Build and maintain high team morale
   • Regular team engagement
   • Continual service improvement (encouraging team to engage in tactical and strategic process and service development)
   • Bi-annual documented performance development reviews
2. To assist the Operations Director and the Head of Customer Experience in the strategic development of the services
3. To produce management information regarding, backups and ensure data quality
   • Project Management, WIP, Slippage and Financial Performance
   • Service Performance
   • Team Member Performance
   • Customer Satisfaction
   • Retention
4. To be an active member of the Managed Service Senior Management Team to create strategic business and service development plans and tactical problem resolution
   • Suggest and implement change
   • Identify poor performance in other teams and your own team
   • Identify and recognise good performance
   • Manage upwards
5. To provide sales and account development support to increase EBITDA
   • Bid support
   • Customer presentations
   • Account development
   • Commercial escalation point

Person Specification

Technical Profile

• At least ten years’ experience of running a similar department within an IT or telecoms related business
• Prince 2 Practitioner or equivalent
• Minimum ITIL Specialist, Preferred ITIL Strategist or Leader
• Demonstrable Mid Management training

Traits and Behaviours

• Focus on customers – committed to providing the best service to our customers in all that they do
• Working Together – Working co-operatively with colleagues, customers, partners, and suppliers. Gains support from others. Relationship driven and ‘human.’
• Can Do Attitude – Takes personal responsibility for getting things done
• Growth – Proactively seeks ways to improve and grow the business

Personal Attributes/Skills

• Experienced professional with a pro-active and personable disposition
• Trustworthy and capable of keeping sensitive information and discussions confidential
• A confident person with the ability to organise and develop the role, with a light touch from the senior management team.
• Self-motivated and dynamic, ability to handle stressful situations and come up with solutions under pressure.
• Showing a creative flair with the ability to suggest new service offerings and the development of existing services.
• Strong commercial awareness with the ability to develop services in line with the strategic objectives of the business.

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken.  You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.