text: ESP | Service Delivery Director
  ESP Global Services are currently recruiting a strategic hire to sit within our Senior Leadership team as a Service Delivery Director based at our Reading head office. Reporting directly into the CEO you will direct the delivery of all globally contracted services to all ESP customers ensuring that the quality of service meets agreed contractual obligations, customer satisfaction and delivers the overall business results.
  ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are head-quartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs in Hong Kong, Singapore, Trinidad, Chicago and Mexico. Our customers include many household brand names such as Avis, Marie Curie, Wipro, ATOS & United Airlines. We are looking for vibrant, enthusiastic individuals with a can-do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.
  What does the role of Service Delivery Director involve?
  Contributing as a member of the Senior Leadership team to the overall business strategy. Developing and delivering a Service Delivery Strategy which underpins the vision and values that are required to achieve business goals
  Directing and leading operational performance ensuring that all Service levels are delivered on time and within budget
  Creating a collaborative working environment between the sales and operations functions
  Creating and directing the ESP customer engagement model for Operations
  Championing customer service and managing the quality of services delivered to meet or exceed customer expectations
  Encouraging innovation with the team
  Direct and lead the successful delivery of all internal and external projects
  Act as a role model and coach to support, direct and counsel individuals and teams
  Manage the performance and development of all staff within the Service Delivery team
  Manage the performance and development of all staff within the Service Delivery teams and ensure that succession and development plans and activities are agreed and implemented for key roles.
  Passion for excellence in delivery of customer service
  Desire to drive innovation and market leading technology to enhance the customer experience
  Extensive experience working in the IT field and/or project service industry with and involving a thorough understanding of the following functions: Service Delivery, Service Desk, Project Management, Bid Management, Customer Account Management, Operational Management, Service Management, Supplier Management, Transition Management
  Proven working experience in matrix managed organisations in a domestic and international environment.
  Demonstrated acumen in financial management
  Ability to communicate at many levels (commercial, operational, technical) with peers, staff and customers in order to provide leadership in the decision-making processes.
  ESP will be holding interviews over the next 2 weeks so please send your CV in to be considered for this vacancy.