Head of Service Delivery

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Head of Service Delivery

Are you passionate for your field, value working together with others, curious about what you don’t know and have a can do attitude?

The Position:

We are looking for a Head of Service Delivery to join our leadership team. As Head of Service Development, your primary objective will be to ensure client satisfaction is consistently high and that clients themselves perceive our service is of considerable value to their organization.

The Company:

Tribe provide the UK’s biggest brands with a true picture of their digital channels’ health, stability and capacity. Tribe support clients in managing digital performance and improving user experience. Tribe bridge the gap between business and technology teams by providing a common language, in depth analysis, intuitive reporting and comprehensive client support.

The Location:

Based in the historic city of Canterbury, Kent. Our office is 2 minutes from the town centre, bus station, 5 minutes from Canterbury East railway station and 15 minutes from Canterbury West railway station.

The Benefits:

  • Competitive salary
  • 25 days paid holiday, plus statutory holidays
  • Flexible Working
  • Company pension: employee and employer contributions
  • Social activities: Staff area including pool table and games for use during rest breaks, daily refreshments provided within kitchen facility, monthly pizza lunch, annual Christmas meal

The Accountabilities:

You will ensure that Client Liaison, Monitoring and Load Testing Team Leads understand and share your primary objective, and manage and improve their own processes using Key Performance Indicators.

You will ensure delivery processes are streamlined and procedures provide each customer with the same great experience from the initial stage.

You will hold all service departments and employees within the teams to account for carrying out the required processes and tasks and providing great customer service.

You will assess customer feedback and improve procedures to ensure that great customer service is provided at all times; evaluate customer’s experience against customer satisfaction goals and criteria and conduct additional research when scores fall below agreed thresholds

You will ensure processes are efficient and cost-effective; reduce costs when this is possible without affecting the overall customer experience.

You will build partnerships and liaise with other department heads to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.

The Person:

Leadership / people skills:

  • Strong leadership skills in order to motivate and lead the team effectively and ensure that all service delivery employees have the knowledge they need to do their jobs well
  • Strong interpersonal skills, to enable effective communication with the service delivery team, give clear instructions, and provide great customer service
  • Effective communicator
  • Active listener
  • At least 3 years-experience in team management
  • Work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
  • Excellent customer service skills

Analytical / logical skills

  • Bachelor’s degree or equivalent in a business-related subject
  • Good computer skills to analyse data and create reports
  • Analytical skills and the ability to interpret information from numerous sources to prepare and present reports that include potential solutions to business problems


Please send us your CV including a statement explaining why you believe you are the best candidate for the role to hr@thinktribe.com

Closing date for applications is 13 November 2019

Interviews week commencing 2 December 2019

We just need a few details first

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