Head of Delivery - Home Based

Fullbrook Consulting Group
16 Feb 2017
16 Mar 2017
Contract Type
Full Time

The Client:

A growing contact centre systems integrator.

Role & Key Responsibilities:

  • The Head of Customer Delivery will ensure smooth and effective delivery of services across the business.
  • Lead three different delivery groups, including projects, service delivery and services.
  • Adopt a customer focussed approach ensuring an excellent customer service is delivered at all times.
  • Financial management of projects/programmes.
  • Company-wide implementation of new strategies to monitor and improve customer experience within the designated departments.
  • Effectively communicate technical and business targets/issues to the relevant parties.
  • Ensure client expectations are set and are consistently met or exceeded.
  • Strive to continuously improve customer satisfaction.
  • Ensure that staff are up to date with accreditations and training/courses are put into place where appropriate.
  • Address issues which affect achievement of targets and take appropriate action to improve ways of working.

Skills & Experience:

  • Strong experience of managing multi-vendor and complex projects.
  • Experience of multi-channel delivery.
  • Industry qualifications, such as ITIL, PRINCE2, and MSP certifications.
  • Great knowledge of the Contact Centre industry, along with a strong understanding of Data Networking, Database and VMware.
  • Experience of implementing initiatives to solve business issues.
  • A good knowledge of Avaya and Voice technologies would be very beneficial.
  • Excellent leadership skills, as well as strong presentation skills and the ability to influence senior management.
  • An excellent communicator who can translate between both business and technical staff.


  • Home based