Quality and Service Support Manager

Sheffield City Council HQ; Sheffield; On-site; GBP 40,000 - 50,000; Full time

Job summary

Join Sheffield City Council as a Quality & Service Support Manager to lead the development of best practices in service and capital programme management. With a focus on quality assurance in transport and infrastructure projects, you will oversee a team, driving improvements and ensuring compliance with ISO standards. This role is pivotal in ensuring service excellence and delivering complex project portfolios. We welcome applications from diverse candidates to enhance our team's representation.

Benefits

Generous holiday entitlement

Flexible working opportunities

Qualifications

• Significant experience in developing management systems for quality assurance.
• Proven ability to coach and develop staff.
• Working knowledge of ISO 9001 standards.

Responsibilities

• Lead the development of service-wide management systems and processes.
• Manage a team of Service Support Officers.
• Oversee programme assurance and compliance activities.

Skills

Leadership

Communication

Negotiation

Organisation

Education

Degree in relevant discipline

Project management training (APM, PRINCE2 or equivalent)

Job description

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Quality & Service Support Manager - Transport & Infrastructure

About the Role

We are seeking an experienced and motivated Quality & Service Support Manager to join our Capital Delivery Service (CDS) Programme Management Office (PMO).

This pivotal role offers the opportunity to lead on the development and continual improvement of service and capital programme management systems, ensuring the highest standards in delivery, quality assurance, and service excellence.

The role will focus on Transport and Infrastructure projects and associated management systems.

Reporting to the PMO Manager and managing a small team of Service Support Officers, you will drive the development of best practice processes and frameworks, act as the services Lead Auditor, and oversee performance, risk, and governance systems that support our complex portfolio of projects.

Key Responsibilities

Lead the development and management of service-wide systems, processes, and procedures to ensure efficient programme delivery and compliance with ISO and British Standards.

Act as the Service Quality and Information Manager and lead auditor, embedding continual improvement and best practice across all service delivery.

Manage and develop a team of Service Support Officers, fostering a culture of high performance, collaboration, and personal development.

Oversee programme assurance activities, including the delivery of gateway reviews, project audits, and lessons learned initiatives.

Ensure service management systems are compliant with ISO standards and support external audits and accreditation processes.

Promote a customer-focused approach to service improvement, acting as a strong advocate for the needs and expectations of service users.

Lead on risk, issue, health & safety, information management, and performance activities in support of corporate governance and annual reporting requirements.

Support change and process efficiency projects across the service, including LEAN initiatives and internal service transformation.

Maintain and develop the Capital Gateways Process to ensure integration with wider council and service management frameworks.

About You

To succeed in this role, you'll bring:

• Significant experience in developing and maintaining management systems to support quality assurance and service improvement, preferably in a project, construction, or multidisciplinary context.
• Strong leadership skills with a proven ability to coach, mentor, and develop staff during periods of change.
• Excellent communication, negotiation, and influencing skills $ú confident working with a wide range of technical and non-technical stakeholders.
• Outstanding organisational skills, capable of managing complex workloads and delivering to tight deadlines.
• A working knowledge of relevant standards such as ISO 9001 and best practices in project and programme delivery.
• A degree in a relevant discipline or equivalent experience, alongside formal project management training (APM, PRINCE2, or equivalent).

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Disability Confident Scheme, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.