Head of Service Delivery Europe & Africa

Job Title: Head of Service Delivery Europe & Africa
Location: E&A 
Reports To: Regional IT Director – Europe & Africa

Role Overview

The purpose of role is to take responsibility for ensuring that we have a consistent and strategic approach to delivering End User Support, infrastructure services, compliance control mechanisms and Service delivery governance (Incident, Event, Problem and Change Management, Minimum Control Framework & Group Security controls) to countries that make up the region known as Europe & Africa. This role also takes responsibility for Service Improvement for the European services, ensuring that new systems and services are smoothly transitioned to the European service model, and that ongoing service improvement is happening where necessary to fix longer term issues

What'll do:

• Ownership of the Regional service delivery model and processes ensuring that they are fit for purpose and are being followed to ensure delivery of the services as agreed.
• Ownership of the key governance processes, Group IT General Controls, and Change Management, supplier management.
• Work with the support team managers to drive strategic change and innovation initiatives.
• Ownership of operational Service Delivery processes and KPIs including they are fit for purpose and consistent wherever possible, such as Incident Management and Problem Management.
• Act as an ultimate escalation point for Incident/Problem Management issues (although these should be owned and managed by the teams), problems and CSIP across the support teams and with support partners. Leading Senior Managers and Infrastructure team to troubleshoot areas of poor performance and identify strategies/solutions to resolve both immediate and long term issues.
• Resource, manage and develop technical and non-technical teams; Succession planning throughout the department.
• Direct management of the team including objective setting, appraisals, personal development etc.
• Manage key internal and external relationships with stakeholders for this role:
  • Country IT Managers 
  • Global Platform Teams 
  • Group IT Security Manager
  • Global/Regional Audit Teams
  • Regional & Global Strategic Support Partners 

About you 

• Experience of creating and leading high performing Service Delivery Teams.
• Strong experience of ITIL service management processes.
• Strong communication and influencing skills at all levels, demonstrating deep subject matter expertise balanced with pragmatic understanding of business need/priorities.
• Capacity to maintain good relations while providing the feedback required and maintaining the necessary level on professional independence.
• Ability to effectively plan/manage/prioritize work to meet objectives of multiple or competing priorities.
• Self-starter; highly skilled and hands on in both creating clear strategies and plans and delivering practical, pragmatic actions, with minimal guidance.
• Ability to work collaboratively with all levels of the international matrix structure and across different cultures, gaining colleague engagement.
• Skilled in solution generation – with a positive ‘can do’ attitude and approach to overcoming obstacles.

Start your journey

 If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. You might be the perfect fit we’re looking for. Join our team and become part of a leading global automotive company that is transforming tomorrow, together.

Opportunity for everyone

Inchcape actively encourages applicants from all identities, backgrounds, and experiences, helping ensure our workforce is representative of the global communities we operate in. Click here to learn more about our commitment to Inclusion and Diversity.

About us

Inchcape is the leading global automotive distributor operating in 38 markets. We partner with some of the biggest brands in the business to sustainably power better mobility today and in the future.

Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. 
We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more visit www.inchcape.com 

Additional information request

Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.