Service Delivery Lead/Manager
Responsibilities:
We are looking for a Service Delivery Lead/Manager to cover maternity leave (12 months contract). This will include:
- Management of the performance, people and welfare of the Product & Service Desk teams
- Accountability for Loop, Pagabo+, Sypro & Risk Manager roadmap delivery
- Oversee Service Desk channels including incidents, requests for service/change
- Refine & utilise operational metrics and KPIs, using data to drive decisions and improve processes
- Optimise resource allocation to ensure efficient and effective delivery of services, balancing customer needs with operational capabilities
- Identification of potential risks to operations, and ownership of mitigating actions
- Implement change in response to regulatory and business needs
- Lead and drive implementation and adoption of systems and processes to optimise customer outcomes and service efficiency
Who are we?
Pagabo Group is the parent organisation for a group of cross-industry businesses including national procurement specialist Pagabo, leading construction management software organisation Sypro, and social value software and consultancy organisation Loop.
Pagabo Group’s mission is to utilise technology and innovative thinking to bring a better, faster, and greener approach within its core markets – including the built environment and construction sectors. The group structure provides a platform for growth and opportunity for the businesses to work together – sharing knowledge and expertise, and working together to create a better future for all.
Pagabo Group is an equal opportunities employer.
The role
This role will oversee the development, refinement & delivery of each of our SaaS based products ensuring the vision & roadmaps for each product remains clear and aligned with wider business plan/associated strategy.
With a real focus on our customer, this role will place them at the heart of all we do. We aim to provide a “best in class service” user experience for each of our SaaS products, deliver enhancements/features that provide value and keep our products at the forefront of our sector coupled with wrap around customer support driving brand adoption and loyalty.
Skills / Experience Required:
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Demonstrable experience of delivering roadmaps or project plans - Strong managerial experience and knowledge that spans a service desk function
- Experience of service desk & project software/platforms such as JIRA/Azure Devops/ServiceNow/Freshdesk
- Excellent interpersonal, verbal and written communication skills to drive tasks to completion
- Solid analytical skills and judgment to proactively identify and solve increasingly complex problems
- A relentless focus on the customer
- Strong attention to detail, good organisational skills and the ability to prioritise with changing situations with the ability to delegate
- Ability to work under pressure, manage priorities, and drive multiple initiatives simultaneously
- Desirable but not essential ITIL 4 certification, PRINCE2, Six Sigma certification
What’s On Offer:
- Salary – Up to £50,000 per annum (depending on experience)
- Performance related incentives
- Company pension scheme
- Access to Employees Assistance Programme
- 1 paid volunteer day per year
- 25 days holiday, plus bank holidays, 1 day off for birthday
- Paid Christmas leave
- Hybrid working (UK remote considered)
- Casual dress
- Social events
- Recognition awards
- Free meals and refreshments.
- Enhanced families’ policy
- Real living wage paying company
- B Corp certificate
For more information or an informal chat about the role contact:
To Apply, please send your CV and Covering Letter to:
