X Close Icon

Vacancy: Head of Service Delivery

Cimlogic, established in the UK for over 25 years, is a culture-focused and Investors in People Silver awarded business! We are growing fast and creating great progression opportunities for new staff. If you are looking for an exciting and varied role with excellent career prospects, we want to hear from you.

Cimlogic is currently recruiting for a Head of Service Delivery to join our ever-expanding technical team, delivering digital manufacturing solutions to FTSE100 and Fortune 500 companies. This is the perfect opportunity for an experienced service delivery or service transition individual who can provide proactive ‘customer centric’ support through industry best practice based around ITIL.

So, why join Cimlogic?

Along with our forward-thinking attitude toward developing technologies, training, and our great team spirit, we regularly reward our team members for their outstanding work ethic. Recent rewards have included: Amazon vouchers, paid team outings, catered lunches and recently we sent one of our employees on a trip to Barcelona.

We also offer:

  • Competitive salary & Company Pension
  • Company Bonus scheme
  • Flexible working hours and hybrid working from home or an office whichever you prefer
  • Opportunity to travel within the UK and globally
  • Private healthcare (depending on length of service)
  • Referral fees for introducing new employees
  • We believe in a lifelong development approach and therefore allow for a personal learning and development budget and access to online training.

Required skills and experience:

  • 5+ years’ experience of working within a professional services organisation managing an external customer portfolio.
  • SDLC
  • ITIL V4 framework and associated service lifecycles
  • Technical management of support personnel, suppliers and vendors
  • Client management skills
  • Outstanding leadership and motivational skills
  • Excellent interpersonal skills
  • Strong listening skills
  • Problem solving techniques
  • Budgeting skills
  • Strong financial and commercial awareness
  • Strong working knowledge of ISO 27001 and 20000

Role responsibilities:

The primary responsibility of this role is to produce, maintain, own and execute the Operational Support business plan in line with the company vision to deliver client value. Some of the more detailed core responsibilities include:

  • Provide high quality support services for Cimlogic including SLAs and SMAs
  • Take responsibility for the financial planning and associated results of the Business Unit
  • Provide leadership, set direction and manage Service Delivery across Cimlogic
  • Maintain and develop client relationship management, enhance client’s perception and confidence in Cimlogic with the account managers
  • Deliver financial results in line with agreed business plan
  • Manage and drive forward delivery competency, capacity and efficiency
  • Embrace Cimlogic’s client engagement methodology (RAISE) to ensure value is delivered to our clients and renewal of contracts
  • Define, implement and maintain Service Management processes using the ITIL framework jointly with the COO, Head of Projects and Head of Quality
  • Serve as a point of escalation for Service issues from senior clients and for breaches of SLA/SLG/SOWs
  • Proactively assist the sales team with target revenues for SMA (Software Maintenance Agreements) and SLAs
  • Provide agreed service reviews with clients on contracted KPI’s and provide overall Governance
  • Support and lead, alongside the Head of Quality, to ensure the conformities of ISO 27001 and ISO 20000

The ideal candidate will:

  • Inspire our customers about the value of a well-run service offering
  • Demonstrate a great appreciation of client sectors (Food & Beverages and Pharmaceutical)
  • Demonstrate history of successful whole-lifecycle client management
  • Have sound understanding (at high level) of MES/MOM and SCADA/PLC technologies
  • Have substantial experience in Service Management and delivery through both successful and compromised environments
  • Be action orientated
  • Lead by example

To apply please send your cover letter and CV to: careers@cimlogic.co.uk

Email us your CV & cover letter
A warehouse manager and warehouse floor worker look at a tablet together to automate manufacturing.

About Cimlogic

Cimlogic is a leading UK-based provider of Digital Manufacturing Solutions and Services through Manufacturing Execution Systems, Operational Technology, Digital Analytics and client Support Services for high volume blue-chip manufacturing companies across the globe. We have installations in 25+ international locations across many sectors. Most of our clients are FTSE100 or Fortune 500 companies.

Download our Career Brochure

Recruitment Policy Notice

Cimlogic Ltd is committed to safeguarding the privacy of individuals. Our Privacy Notice outlines how we will process your personal data when you apply for a role with Cimlogic. u003ca href=u0022https://560718-1901781-raikfcquaxqncofqfm.stackpathdns.com/wp-content/uploads/2021/04/cimlogic-recruitment-privacy-notice.pdfu0022u003eRead the Privacy Notice here.u003c/au003ernrnCimlogic Ltd operates Preferred Supplier (PS) arrangements for all permanent, contract and temporary recruitment.rnrnAs such, we would ask that agencies refrain from making contact with any of our Cimlogic colleagues and that no CVs are submitted to staff across the Business. Any unsolicited CVs and/or communications will reflect unfavourably on any potential opportunities for your agency.rnrnAny CVs will be sent at your own risk and will be interpreted as ‘gifts’ and we will reserve the right to engage with candidates directly having not, in any way, entered into your company’s Terms and Conditions of Contract.rnrnIf you would like to be considered for Preferred Supplier status, please send a brief introduction to your business to u003ca href=u0022mailto:careers@cimlogic.co.uku0022u003ecareers@cimlogic.co.uku003c/au003e, clearly stating in the header of your email your company name and the discipline(s) that you specialise in. Your email will then be kept on file for consideration should we review our incumbent Preferred Suppliers.