As the Americas Head of Unit within the Human Delivery team, you will play a critical role in fostering the growth and scalability of our operational delivery. Your primary responsibility will be to ensure the seamless and efficient provision of our products and services to our customers across both Corporate and Platform divisions. You will have a good understanding of methods of driving customer delivery within Service Level Agreements. Ensuring operational efficiency, customer need, quality assurance,resource management, technology integration and continuous improvement. You will be the senior individual responsible for one of our global operations centers, ensuring the delivery of all client outputs with a clear focus on maintaining quality, cost effectiveness and operational efficiency, against company OKR’s You will drive delivery of the optimal blend of human expertise and technology, ensuring appropriate skilled resources are available to deliver outstanding service to our customers. You will also be responsible for undertaking the role of the SDO on a Rota ensuring the companies 24x7 incident management process is effectively utilized to maintain business critical activity.

Target Skills;

The ability to provide strategic direction and lead a team toward achieving long-term goals and objectives

Proficiency in commanding an incident to effectively respond to critical issues

Skills to drive business change and redesign process to improve results

Strong negotiation skills to align technical change prioritization with the company's vision and secure necessary resources

Competence in developing, managing, and evaluating the performance

Key Experience;

5+ years experience working in a leadership operational delivery position, including effective stakeholder engagement to VP level

Proven track record in leading and managing highly complex and diverse teams across global locations

Strong understanding of online safety industry, including in depth knowledge of industry and regulation relating to our core products and services

 

'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.  Resolver, a Kroll business, is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, colour, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.