Head of Service Delivery and Operations

at  Taconova UK Ltd

DESCRIPTION

The Head of Service Delivery and Operations is responsible for the developing of the service business and overseeing the efficient and effective management of the Metering & Billing, service delivery and operations within Taconova UK. This role involves directing the daily operations of Metering & billing and service teams, ensuring compliance with industry regulations, and driving operational improvements to enhance service efficiency and client satisfaction.
This pivotal role will focus on growing the Metering Points and HIU servicing sectors, while taking over all operational development and most customer-related activities for these areas. The candidate will help alleviate the current operational demands from General Manager, enabling a focused expansion on the broader Taconova business.

Key Deliverables:

• Business Development: Continuously grow market share, increase the number of billing points, and expand service contracts for our HIUs.
• Client Relationship Management: Oversee client engagement strategies, manage key accounts, and secure new contracts to expand business reach and improve retention.
• Process Optimisation: Continuously review and improve billing, metering, and service delivery processes to enhance efficiency, reduce errors, and ensure regulatory compliance.
• Team Leadership and Development: Lead, mentor, and develop the Taconova UK Service team, fostering a culture of excellence and accountability.
• Operational Excellence: Manage the day-to-day operations of the service delivery teams, ensuring alignment with the company’s strategic objectives.
• Financial and Performance Metrics Management: Monitor and manage financials related to service delivery including revenue targets, cost management, and debt collection. Ensure performance metrics such as SLAs and KPIs are met or exceeded.
• Innovation and Strategic Initiatives: Drive the adoption of innovative solutions like CRM deployment and automated billing systems to improve client service and operational efficiency.
• Client satisfaction rate: Achieve and maintain client satisfaction rates at or above industry standards. Successfully deploy CRM and automation technologies to enhance client engagement and streamline operations.
• Metrics for Success: Achievement of Metering & Billing revenue and profitability targets Improvement in efficiency metrics such as process turnaround times and error rates in billing. High client retention and satisfaction rates. Effective integration of new technologies and processes.

9. CUSTOMER EXPERIENCE AND SATISFACTION

• Responsibility: Oversee and enhance the customer journey from on-boarding to ongoing support, focusing on delivering exceptional service.
• Expected Outcome: Improved customer experience scores and reduced complaints, achieving top-tier industry rankings for customer satisfaction.

EDUCATION:

• Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field.
• Master’s degree in Business Administration or a related field is highly desirable.

EXPERIENCE:

• Minimum of 10 years of experience in service delivery or operations management, preferably in a similar industry.
• Proven track record of managing large teams and complex projects.
• Experience in, financial management, and client relationship management.

AREAS OF KNOWLEDGE:

• In-depth knowledge of operational processes and industry standards in Metering & Billing.
• Strong understanding of UK Heat Network regulatory compliance and Heat Trust.
• Proficient in the use of CRM software, and modern technology tools for service management.
• Financial acumen

DESIRABLE SKILLS:

• Experience in managing change and implementing technology solutions that enhance operational efficiency.
• Ability to analyse data and provide insights that guide decision-making.
• Experience in negotiating and securing contracts with clients and vendors.
• Keen attention to detail and commitment to delivering high-quality outcomes.