Head of Service Management

  • Job Reference: MF114
  • Date Posted: 12 January 2024
  • Recruiter: McKenzie Fox
  • Location: Douglas
  • Salary: On Application
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: McKenzie Fox
  • Email: jobs@mckenziefox.com
  • Telephone: 01624 698900

Job Description


An interesting new opportunity has arisen with our client to join them as Head of Service Management. You will be responsible for leading multi-disciplinary professionals in all operational aspects of service management. This is a strategic role which will be instrumental to the success of the business through defining and owning the service management framework, SLA’s and KPI’s for effective delivery of services. You will monitor overall service performance and quality, ensuring that customer commitments and requirements are achieved with a focus on continuous improvement. The purpose of the role is to understand the customers, maintain strong customer relationships, innovate services, optimise processes, monitor and improve business performance. 


Develop and document service strategy and operational plans in line with company strategic goals.

Centralising service delivery, customer reporting and management information in order to see the ‘big picture’ of the whole end to end delivery of service.

Measure and evaluate progress against service delivery goals and contractual obligations.

Lead the process for reviewing and updating service management policies and procedures in line with legislative requirements.

Building and managing relationships with customers and overseeing the provision of services to clients.

Operational transformation and change delivery.

Continually assessing the quality of products and services, ensuring excellent service standards and helping teams to work more effectively.

Reporting against budgets.

Managing projects and prioritising against customer.

Resource planning.

Build and cultivate a high-performing team.


Experience in the development of service strategy, annual plans and service delivery reporting.

Demonstrated ability to analyse and evaluate management information against customer requirement, business plans and organisational strategies.

Outstanding interpersonal, communication, negotiation and liaison skills and an ability to achieve success through influence.

Analytical background and project management skills.

Relationship-driven, flexible and adaptable to working with different stakeholders across the business and customers in order to build trust and offer solutions.

Ability to apply significant commercial acumen and a broad array of business skills.

Demonstrated experience in problem solving, project management, change management and creative resourcefulness.

Proven track record in Leadership.

To discuss this role further or to apply, email your CV to jobs@mckenziefox.com. You can call us on 01624 698900 quoting reference MF114.