Director of Service Delivery

Overview

JOB DESCRIPTION

Owns and evolves the service strategy, the service model and catalogue in Arqiva; and is accountable for all post-contract sign service delivery to the point of handover of in-life services to Service Operations, driving delivery against SLAs, standardisation/re-use and adoption and usage of solutions by customers.

Location Hybrid working with weekly visit to an Arqiva office (Winchester, London, Huddersfield) as and when required

The role

• Owns, develops and maintains overall service strategy aligning with wider Arqiva’s business objectives
• Puts in place and embeds a service catalogue (scope, outcomes, processes etc); acts as the overall product owner for the service portfolio – sets the development roadmap and prioritises development and improvement initiatives; designs and develops new services that meet customer needs, developing user-centric service blueprints, catalogues and experience maps
• Oversees development, implementation and management of efficient processes for mobilisation and E2E fulfilment of customer contract delivery, for all existing products especially involving infrastructure rollout, to the point where a service can be handed over to Service Operations
• Sets & manages criteria & governance for effective service design for transition of new products / solutions to live operations
• Coordinates with internal and external stakeholders to oversee and ensure effective order execution, service activation and fulfilment, including contingency plans; ensures fulfilment delivery
• Owns the COO response to bid activity which is being completed by Commercial
• Develops and implements customer adoption strategies to ensure successful onboarding and usage of Arqiva products.
• Creates followship inspires and creates energy and belief in teams pan-Arqiva by communicating meaningfully, builds diverse teams and empowers people to promote high colleague engagement, manages succession and builds capability in the team.
• Brings the outside in brings new contacts, ideas and approaches to Arqiva to challenge existing ways of working and mindsets; encourages experimentation and creativity to enhance delivery for our customers.
  
  

The Person

• Extensive experience of setting service strategy and designing service for products, ideally for broadcast infrastructure, utilities infrastructure or in telecoms, for comparable B2B customer base
• Extensive experience of managing major B2B contract mobilisation post contract sign, transition and service fulfilment, including infrastructure / site delivery over multi--year period
• Experience of establishing new ways of working to drive greater service standardisation and automation, notably for service catalogue, service transition and fulfilment processes
  
  

You will be an expert in

• Service strategy, design, transition and fulfilment adoption
• Customer management
• Customer onboarding
• Continuous improvement
  
  

Why join Arqiva? We are the undisputed leader in UK TV and radio broadcast and the UK’s leading Smart utilities platform. This means we have a strong heritage and foundation for future growth for you to grow your career with us.

Our journey is to transition global media distribution to cloud solutions, where we aim to double our revenue and continue to grow by being an innovator of scalable solutions for new connectivity sectors. We have opportunities in new technology applications and products, you will have opportunities to learn and develop with us. 

Inclusive Arqiva ….Our networks include our Diversity Ambassadors, Eldercare, Spectrum, Working Families, Pride, Veterans and Inspiring Women – join and contribute to our active networks!

Your wellbeing…. Our wellbeing mission is to help our people to be the best version of themselves at work and still have the time and energy to live a full life outside of work. 

Our focus for 2025 is to Win, Grow, Go Faster – find out more, contact us and apply!