Job Title: Head of Service Delivery

Contract Type: Permanent, full-time

Location: London, St Pauls

Department: Corporate Business Services - IT

What the Hiring Manager says….

ICG is seeking a dynamic leader to join our Corporate Technology Services (CTS) team. As the Head of Service Delivery, you will be responsible for shaping a team that can support ICG’s continued growth whilst instilling a culture of quality first service excellence. You will be working in an agile and fast-paced environment, shaping and leading a geographically dispersed team. The ideal candidate will possess a high degree of commercial acumen and be comfortable tightly managing large operational spend and project budgets.

Summary of our opportunity

ICG are looking for an experienced service delivery professional to join our team. Primarily based in London, this role has responsibility for the day-to-day leadership and oversight of our primary global outsourced services - IT Service Desk, Facilities Management and Real Estate functions, ensuring the services provided to ICG are efficient, quality-focused, and commercial.  The Head of Service Delivery will report into the Head of Corporate Technology Services (CTS) and will form part of the CTS leadership team.

ICG is a private equity investment firm with US$100bn of assets under management (AUM). We provide capital to help businesses develop and grow. We have a unique business model that focuses on creating sustainable value by partnering with ambitious businesses and developing long-term resilient relationships with our partners to deliver value for clients, shareholders, and employees. We use our position of influence to positively impact the environment and society.

ICG’s entrepreneurial culture, breadth of investment strategies, and well-capitalized platform enable us to sustain business activity throughout economic cycles. We have a global marketing team and a local presence with a global network of outstanding professionals.

ICG’s business model is designed to deliver long-term stakeholder and societal value. We operate with purpose and drive outstanding performance. We offer a range of investment strategies and financing solutions that are flexible and sustainable.

Primary Responsibilities

As the Head of ICG’s Service Delivery, you will be responsible for providing guidance and support to your team members, ensuring that they are meeting their targets and delivering high-quality services to our clients. ICG engage strategic outsourced partners in order to scale out in line with our expanding international teams. You will oversee our outsourced global 24x7x365 service desk and ensure that our clients are receiving the highest level of service possible. Additionally, you will be responsible for the oversight of our outsourced London facilities management and reception teams, liaising with Office Managers across ICG’s 18 international offices to ensure smooth day-to-day operations in support of ICG’s business functions.

You will also oversee ICG’s global real estate portfolio, including lease negotiations, as well as ensuring that our properties are being managed effectively and efficiently. You will maintain oversight of IT and facilities management Operational budgets ensuring that spend is managed effectively and that we are achieving our financial targets.

Beyond managing the service itself, you will own the relationship with our outsourced partners, monitoring performance against SLA, co-developing service improvement plans and controlling spend against budget.

Key Requirements/ Qualifications

You will have demonstrable experience of: 

Essential

• Proven leadership (own team and 3rd parties) – physical and geographically dispersed virtual teams

• Track record of maintaining service levels, service improvement and quality demonstrated through effective KPIs

• Able to operate commercially, maintaining budgetary compliance

• Vendor and stakeholder management skills

• Project management and resource planning skills

• Knowledge of procurement and vendor selection processes

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

• Excellent written and verbal communication

• Computer skills

Desirable

• Knowledge of toolsets underpinning service management, employee feedback and analytics

• Experience of AI technologies, virtual assistants to promote self-help capabilities

• Knowledge of the information technology infrastructure library (ITIL)

• Contracts and lease management

Our Global Benefits Framework is centred around these 3 key attributes:

• Wellbeing - Supporting your mental, physical and financial wellbeing as well as your lifestyle needs.

• Inclusivity – Fit for purpose and competitive, no matter who or where you are.

• Longevity – Long Term and sustainable in design.