Head of Customer Delivery

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.

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 terms 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.

Financial Management:

• Manage the budget for the Customer delivery department, ensuring cost-effective delivery.
• Negotiate contracts with vendors and service providers, ensuring value for money.

Continuous Improvement:

• Identify opportunities for improving delivery processes and implement changes.
• Stay updated with industry trends and best practices, incorporating them into the delivery strategy.

• 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.