Head of Delivery


  • Job ID: 719
  • Job Type(s): Permanent
  • Categories: IT Manager
  • Posted October 14, 2022
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Enso Recruitment is delighted to be partnered exclusively with a locally grown strategic-partnership and technology provider who focus on financial systems, to recruit for the fantastic role of Head of Delivery.


As Head of Delivery, you will lead the development and growth of a professional services team that provides an exceptional service delivery consistent with the company’s missions and values. You will be responsible for the management of all implementation projects ensuring delivery in line with customer and company expectations. This unique post will give you the autonomy to develop and execute the service delivery strategy by building effective long-term relationships and partnerships with customers.


The Role

  • Ensure projects are appropriately planned and managed, including project reviews to track potential over runs
  • Be proactive in communication with customers, arranging regular calls / site visits to build strong relationships
  • Analyse customer interactions within the service delivery team to identify and share opportunities for the Professional Services team
  • Implement and track KPI’s including billability/utilisation/capacity planning and use this data to plan ongoing resource requirements for the Professional Services team
  • Own the customer relationship from a project perspective for new and subsequent projects
  • Engage strategically with the customer in terms of product, usage and requirements, and the objectives they are trying to achieve
  • Ensure the customer has a seamless transition from project delivery to post implementation support
  • Work closely with Finance to produce accurate revenue forecasts based on bookings and capacity and oversee the professional services team in relation to billing activity, encompassing customer signoff and query resolution
  • People management responsibility for the Professional Services team including recruitment, onboarding, talent development, coaching, guidance, and mentorship
  • Measure and ensure customer satisfaction on project delivery and consultancy
  • Travel throughout Ireland as required to other company or customer sites to fully meet the needs of the role (<50%)


The Person

  • A minimum of 5 years’ experience in a service delivery management role
  • Demonstrable track record of proactively spearheading improvements inside a service delivery team
  • Experience of direct people management including coaching and motivating team members and managing performance
  • Impressive executive presence and communication abilities. You have the ability to influence, negotiate and persuade multiple stakeholders at all levels
  • Experience of analysing data, making changes as a result, and preparing management reports
  • Proven ability to work efficiently in a high-pressure environment
  • Excellent written and verbal communication skills and ability to present information to all levels
  • You are passionate about continuous improvement and being a part of solutions that will improve the state of our business.
  • Currently holds the independent right to work in UK/Ireland
  • A full, clean, and valid issued driving licence


Desirable Skills

  • A Service Management qualification e.g. ITIL
  • A 3rd level qualification
  • Knowledge or experience of the Financial Services industry


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