Head of Services

Job Description

Job Title Head of ServicesBased Office-based with travel to all Edenhouse officesReports to Delivery DirectorDirect Reports Service Desk and Maintenance teams

Working Relationships

Delivery Director – reports directly to the Delivery Director.

Service Desk Team – management of Service Desk team to ensure all support services are delivered in line with SLAs.

The Role

The post-holder is a key member of the company’s Senior Management Team, and is expected to contribute to the overall strategy of the company with a particular emphasis on Service issues.

The Head of Service has responsibility for all aspects of Service provision and the design of practices, tools, methods and processes by which the Consulting and Service Desk teams, and the services they provide, are managed. They are also responsible for ensuring an ISO compliant Service environment\framework is in place and that it is being continuously improved, allowing services to be delivered successfully to a consistently high standard.

Job Specification: Head of Services Reviewed: June 2015

Job Description

This role is client facing, as although most of the delivery is to Account Directors, there will be interaction with clients for the day to day running of their services. There will also be involvement with our key clients and the potential need for attending regular face to face service review meetings, so a professional manner and good communication skills are a must.

Skills and Qualifications

A strategic thinker, result oriented, with strong organisational and execution skills.

A pro-active approach to work, with a positive can-do attitude. Ability to work independently and make decisions. Experienced in managing customer facing service teams In depth understanding of leading SAP focussed service delivery

management functions. Proven track record of providing excellent customer service to SLAs and

experience of managing key customer relationships within a service delivery type role.

Proven experience in creating reports on SLA performance and service availability.

Confidence and effective interpersonal skills with people at all levels, including the ability to use tact, diplomacy and persuasiveness.

Principal Accountabilities

Ensure Service Delivery and Help Desk processes, and strategic direction aligns with the overall business strategy of the company; work with Delivery Director to identify, develop, implement and document new processes required to improve service delivery to customers.

Accountable for all client-facing services delivered by Edenhouse, including Support, Enhancements and Maintenance.

Work alongside Account Directors to identify potential to develop the customer's existing portfolio and increase revenue for the business.

Build relationships and become the key ‘trusted’ contact and Subject Matter Expert (SME) for all Service delivery related matters.

Act as escalation point for all Service Delivery issues.


Job Description

Key Tasks and Responsibilities

Customer facingManage the process for delivering Maintenance Services for our VAR clients, maintaining the company’s standards, methods and procedures, and ensuring that they are adhered to. Ensure Edenhouse continually achieves compliance with the Partner Centre of Expertise certification (PCoE) and work closely with key people in SAP to develop our capability.

Manage the process for delivering change and enhancement programmes, maintaining the company’s standards, methods and procedures, and for ensuring that they are adhered to.

Manage the process for delivering contracted support, maintaining the company’s standards, methods and procedures, and for ensuring that they are adhered to.

Ensure that adequate procedures and processes are in place for the monitoring and reporting progress of Service Delivery activities, that they are operated effectively, and that action is taken to deal with exceptions, problems and unforeseen events in a timely manner.

Arrange and attend service delivery Reviews as required, and provide service delivery performance reports as per the required format and frequency.

Ensure that customer incidents and requests are dealt with according to agreed service levels, and act as an escalation point for all unresolved service delivery issues.

Proactively monitor and manage achievement of Service Level Agreements (SLAs)

Business facingOwn, manage and sign-off Support Transition processes.

Design and implement appropriate quality standards and quality control processes. Ensure that quality control activities (including testing) are carried out satisfactorily. Attend quality reviews as appropriate.

Define and own service delivery strategy, processes and improvements. Identify and investigate specific practices, products, methods and techniques to assess their potential benefit to the organisation and role in the strategy or as opportunities for innovation and Service Delivery excellence.

Investigate and develop new Service lines, as appropriate to the strategic direction of the business.


Job Description

Work closely with Head of Consulting and provide demand planning in order to deliver services in line with business demand.

Plan and manage business continuity.

Manage resource and shift /rota planning for the delivery of services and address any issues.

Undertake work as required to maintain our ISO9001 and other company accreditations, and proactively manage Partner Centre of Excellence Certification (PCOE).

Manage additional ad hoc service requests as required.

Employee facingTake responsibility for managing all direct reports’ personal development plans, supporting as necessary, their induction, training and development through the Personal Development Report (PDR) process.

Evaluate service delivery teams’ performance, identify strengths and problem areas, and develop plans for improvement.

Manage recruitment and attrition and evaluate interview candidates for service delivery positions.
