Director of Services
C£90,000
To support these significant changes, we seek a Director of Services to be responsible and accountable for developing CH’s strategic approach to our services, driving quality and continuous improvement and iterations for each of our services, with a view to establishing clarity across our end-to-end service provision.
You will lead our Service Owners to ensure effective collaboration, development and continuous improvement of these critical, cross cutting service elements. You will be the figurehead in driving our service delivery ethos and best practice, representing our services at Exec level and Boards as required. We seek a highly collaborative and inclusive leader, with the ability to see the big picture and support others in sharing this vision.
The successful candidate will:
- Create a service vision and roadmap to align with business goals to promote growth, include the integration of our data and technology strategies, and aligns to the Functional Standards for Services.
- Working with service owners and others, to create an end-to-end view of our service provision, to ensure our processes, data, KPIs, service catalogue, integration of user research and all aspects of delivering services meet the standards.
- Developing and managing service change management capabilities to ensure successful adoption and use of technology through proactive engagement with business areas and users; ensuring continuous improvement and service iteration based on user and organisation needs/policy.
- Accountable for ensuring the right people are around the table for decisions, initiating action and awareness, and reporting change, continuous improvements and performance against agreed requirements.
- Accountable for efficient services: working with Finance colleagues and others to ensure effective and efficient delivery of services, understanding the financial impact of decisions between services and the wider organisational strategy.
- Monitoring performance of product delivery with service owners, to identify continuous service improvements, and embed a culture of continuous improvement and iteration across all services
- Developing and managing capabilities to ensure successful adoption and use of technology through proactive engagement with business areas and users.
- Driving and role modelling our Adaptable, Bold and Curious (ABC) behaviours.
Person Specification
- Demonstrable experience of service delivery – spanning digital, tech, data and operations.
- Proven experience in shaping, communicating and executing a strategic vision into deliverable operational plans.
- A blend of commercial awareness, analytical and creative thinking, with both a strategic and operational mindset.
- Strategic thinker who can take the broader view and set the long-term strategy, and articulate a vision effectively, obtaining buy-in from across an organisation.
- A strong focus on quality. Experience in raising standards, ensuring controls are in place and effectively challenging to find common sense solutions to problems and the delivery of high-quality services and outcomes.
- Excellent communication and influencing skills, with proven ability to build effective relationships with diverse groups of stakeholders, capable of flexing style for different audiences, explaining options and implications of potential decisions.
- Strong leadership skills with the ability to inspire and empower colleagues to deliver. The ability to build high trust relationships with very senior customers and stakeholders with the confidence to challenge where necessary.
- High levels of emotional intelligence, interpersonal, leadership and management skills to drive contributions across the organisation; highly organised to operate in a fast changing and dynamic environment.
- Resilience, with the ability to perform in a high-pressured environment, juggling tactical and strategic challenges.
