Head Of Service Delivery

Head of Service Delivery

As customer demands and challenges advance, businesses must evolve; new teams, new processes and new ways of thinking are required. As a business immersed in "end‑of‑life technology", working with major clients in Banking/Government and Industry, we play a critical role in customer supply chain. Whilst being hands on, helping to serve customers directly, you'll create, manage and grow a team that owns the end to end customer journey – from scheduling to certification, conflict resolution to reporting.

Basic Salary: £50,000 – £60,000

• Discretionary bonus (annual and circa 5%)
• Full travel expenses
• 4% Pension
• 23.5 Holidays + Birthday
• Healthcare inc family

Location:

Bury St Edmunds

Commutable Locations:
Cambridge, Newmarket, Thetford, Ipswich, Norwich

This is a brand‑new department which you're building from the ground up, being principally involved in the evolution and execution of tasks whilst you grow the team and department. You must be prepared to roll your sleeves up and get involved with the day-to-day operation, ensuring we can deliver for our ever‑growing customer portfolio.

Building on solid foundations and stepping into a role with genuine influence. Service delivery sits at the heart of our business, linking engineering, transport, logistics, sales, finance and the customer.

You'll work closely with stakeholders across the business, ensuring operational excellence is matched with clear communication and a customer‑first mindset.

• Lead the Service Delivery function, setting the tone for quality, ownership and continuous improvement.
• Raise the bar, creating consistent, high‑quality service delivery across all service lines.
• Drive improvement by embedding scalable processes, KPIs and SLAs to support strong, predictable performance.
• Shape and grow a team developing people, growing capability and defining what excellent service looks like.
• Make an impact helping customers achieve sustainability outcomes while improving their end‑of‑life technology processes.

You'll be joining at a pivotal moment. Growth is accelerating, and you'll help shape how we scale effectively.

• A proven track record in creating and implementing customer journey process and procedures (most likely within a production/manufacturing environment).
• Strong service delivery or customer service leadership background.
• Experience leading, developing and managing teams.
• Direct experience of structured project management (Prince2 or similar).
• Strong Excel skills (V Lookup, pivot tables etc).

• A "one team" mentality with a positive mindset and a can‑do attitude.
• Proven and prepared to "roll your sleeves up" – this isn't an ivory tower role.
• Approachable, supportive leadership style with strong sense of discipline and accountability.

Involved at the forefront of the recycling and sustainability world, we are a multi‑site business (2 locations) which has gone from strength to strength. Our customers include major household names from iconic financial institutions, telecoms to the MOD. We are a dedicated passionate team of c100 (and growing) who aim to consistently exceed to our clients' high expectations.

Wallace Hind Selection, alongside our client embrace diversity, champion equality, and foster inclusion to create a work environment where everyone belongs and thrives.