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Wallace Hind Logo Wallace Hind · IT - Administration

Head of Service Delivery

United Kingdom, Bury St Edmunds Employment contract 50000.00 - 60000.00 GBP / Year · Job Posted May 29, 2026
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Job Description

As customer demands and challenges advance, businesses must evolve; new teams, new processes and new ways of thinking are required. As a business immersed in 'end-of-life technology', working with major clients in Banking/Government and Industry, we play a critical role in customer supply chain. Whilst being hands on, helping to serve customers directly, you'll create, manage and grow a team that owns the end to end customer journey – from scheduling to certification, conflict resolution to reporting.

Job Responsibility

  • Lead the Service Delivery function, setting the tone for quality, ownership and continuous improvement
  • Raise the bar, creating consistent, high quality service delivery across all service lines
  • Drive improvement by embedding scalable processes, KPIs and SLAs to support strong, predictable performance
  • Shape and grow a team developing people, growing capability and defining what excellent service looks like
  • Make an impact helping customers achieve sustainability outcomes while improving their end-of-life technology processes

Requirements

  • A proven track record in creating and implementing customer journey process and procedures (most likely within a production/manufacturing environment)
  • Strong service delivery or customer service leadership background
  • Experience leading, developing and managing teams
  • Direct experience of structured project management (Prince2 or similar)
  • Strong Excel skills (V Lookup, pivot tables etc)

What we offer

  • Discretionary bonus (annual and circa 5%)
  • Full travel expenses
  • 4% Pension
  • 23.5 Holidays + Birthday
  • Healthcare inc family
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