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Head of IT Service Delivery - London

Employer
Virgin Active
Location
Greater London, England
Salary
£65-70,000 annual salary + 20% bonus
Closing date
7 Jul 2022

Our purpose is a clear one – we want to inspire people to live an active life. It isn’t about who can lift the heaviest weights, or who can run the fastest. It is about celebrating every win, no matter how small. Personal bests remain just that. Personal.

We know that being personal is what makes Virgin Active great, and our people live for delivering remarkable exercise experiences throughout our club. Each team member at Virgin Active contributes to those wins, from giving expert advice to welcoming service, top tier equipment to spotless gym floors.

A key player in our team is the Head of IT Service Delivery, and we are looking for an expert to lead our in-house IT team.

The Head of IT Service Delivery oversees all of the higher performing IT services that we offer to everyone who interacts with us such as our team members and club members. They are responsible for designing and overseeing the processes and standards for IT Service Management making sure that they are fit for our customers. We never want a process that will work for us and not for them, and we are proud to keep our standards high.

Putting processes in place are important, but so is getting them right. This isn’t always the first time! The Head of IT Service Delivery is someone who can put themselves in the shoes of a user, particularly those of us who don’t know a hdmi cable from a plug socket. They have no fear in asking for feedback, and know how and who to monitor to understand where improvements can be made. Most importantly, they make those improvements happen.

Just as we want to help our team members and club members achieve their personal best, we want them to get the best experience too. The Head of IT Service Delivery sets the bar for customer experience, and coaches their team to be customer-centered in their approach. Achieving high levels of customer satisfaction is the ultimate goal. And to throw in a challenge, commerciality has to be considered too. Budget management, return on investment, vendor relationship management, third party contracts are all key responsibilities of the role.

The Head of IT Service Delivery brings to life the company’s strategic vision, goals, and agreed brand position and message. They participate and contribute to our strategic vision, but can lead others to meet the goals too. A leader, the Head of IT Service Delivery can nurture a working environment where people can thrive with autonomy, mastery, and purpose. The role reports directly into the UK IT Director and is part the UK Leadership Team, and has multiple opportunities to develop.

Virgin Active are the experts in delivering inspiring exercise experiences. This is because we are filled to the brim with diverse experience and diverse people. We believe that you can truly be yourself at Virgin Active, and love all of the things that make us unique. We actively encourage people from all backgrounds to apply.

About You

So what qualities does a Head of IT Service Delivery need to join Virgin Active?

  • You have a passion for making IT accessible to all.
  • You are an experienced IT professional, with a successful history of IT Service Delivery Management
  • You have a minimum of 5 years of experience delivering an IT Service Delivery role.
  • You have experience of managing strategic partners and 3rd parties and holding them accountable.
  • You have a methodical and creative approach to service delivery, and the ability to use best practice to drive improvements.
  • You can balance conflicting demands and financial constraints.
  • You have experience and understanding of any of the following; Digital Multi Channel, Membership Systems, CRM, Business Intelligence, Mobile Apps, Website Development.
  • You have previous project experience in simplifying complex projects
  • You are self-motivated without the need for direct supervision, passionate, positive, and hard-working, with a willingness to reach out for help or more information when needed.
  • You are highly flexible and able to adapt to ever changing environments
  • You have proficiency in interacting with strategic partners, external providers and at all levels of an organization.
  • You will act as a member of one team with one goal, will always be yourself, and work hard. Most importantly, you dream big
  • You are always looking for ways to learn and improve, to inspire people while having fun and doing the right thing

Our Perks

So, you know what the job is and what we would expect from you. Here are some of the perks we offer in return:

  • 20% yearly bonus potential. Just like everything else, our bonuses are achieved as a team
  • Scottish Widows pension, with our contributions at 5%
  • 25 days holiday, excluding bank holidays.
  • A complimentary Virgin Active membership for you and a friend. Exercise is more fun when you are with your mates! You can also get a free membership for a child too, taking advantage of our Club V (which can sometimes seem more fun than the gym floor. Ball pit for one please!)
  • BUPA dental insurance, accessing dental experts whenever you need
  • Vitality health insurance (as well as insurance for your partner). Vitality offer a range of exclusive discounts too!
  • Life Assurance at 4 times your annual salary, though this is one benefit we hope you won't need.
  • A ton of discounts across the Virgin Group, from Virgin Media to Virgin Atlantic. We can't wait for the Virgin Galactic discount! *
  • We know financial fitness is just as important as physical, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
  • Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions
  • Access to ePoints, offering loads of online discounts to retailers such as Amazon, ASOS and Gym Shark
  • The opportunity to be a Mental Health First Aider, as well as meet one if you need. We are working with Mental Health First Aid England to get as many of our team trained to support positive Mental Health
  • Work in Membership but want to learn how to be a Yoga pro? You can get discounts on our Academy courses, trained by our industry experts
  • There are so many careers paths - varied opportunities for growth and advancement many of our people have carved out for themselves, owing to their hard work and ability to dream big!
  • The opportunity to join one of our Inclusion streams, guiding the way to help Virgin Active become more inclusive, diverse and equitable
  • The chance at attending our annual Star Awards event, celebrating our people who inspire all year round. It is a BIG event.

* We are looking hopefully into the cosmos for this one, but we know it will be a while longer yet

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