Service Delivery Head
3 tygodni temu
Job Summary
As a Service Delivery Head at Capita, you will be responsible for driving on-time, accurate, and quality service delivery within agreed-upon SLA frameworks. This role requires a strong focus on establishing and reviewing Key Performance Indicators, ensuring alignment with Service Level Agreements, and managing budgets for assigned processes.
Key Responsibilities
- Drive on-time, accurate, and quality service delivery within agreed-upon SLA frameworks;
- Establish and review Key Performance Indicators and ensure alignment with Service Level Agreements;
- Manage budgets for all assigned processes;
- Own operational adherence to internal procedures and controls, and compliance with internal and external regulatory standards;
- Provide strategic operations planning and implementation inputs for corporate business plans;
- Develop and monitor key indicators to track and control process capabilities and ensure productivity enhancement;
- Develop tools and techniques to mitigate the cost of bad quality;
- Recruit the appropriate resource base to deliver client processes within agreed SLAs;
- Build and optimize capacity models to handle peak volumes in a multi-site/shift scenario with a view to balance service and costs;
- Manage escalated service and contractual issues;
- Lead, implement, and deliver process improvement projects;
- Liaise with the R&C/BC team for disaster recovery and business continuity planning;
- Establish a culture of continuous improvement and encourage the identification, evaluation, and implementation of improvement opportunities;
- Coordinate with the Capita senior management team to support new bids;
Working Arrangements
Work closely with the Capita Onshore team and the transition team to achieve seamless migration of services.
Location
Krakow, Poland
Time Type
Full-time
Contract Type
Fixed-term
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