Senior Delivery Manager - Contact Management - HC621918

Hampshire County Council; Netley; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A local government authority is seeking a Senior Delivery Manager for Contact Management. This pivotal role involves leading business support services, enhancing service delivery across forces, and managing a dynamic team. Candidates should have strategic leadership experience and a proven record of managing change initiatives. Flexible working options and various employee benefits are available.

Benefits

Generous annual leave allowance

Retail and leisure discounts

Gym facilities

Career progression opportunities

Qualifications

• Experience in strategic leadership within a contact management centre.
• Experience in managing large teams.
• Strong numerical skills and budget management experience.

Responsibilities

• Lead business support services function.
• Ensure effective emergency call handling and front office services.
• Drive continuous improvement initiatives and performance frameworks.

Skills

Contact management centre leadership

Leading change projects

Analytical thinking

Problem solving

Communication and negotiation

Team management

Contact centre technology

Education

QCF Level 7

Job description

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Senior Delivery Manager - Contact Management - HC621918

Job Title: Senior Delivery Manager – Contact Management - HC621918

Location: Netley, with extensive travel required across Thames Valley Police and Hampshire & IOW Constabulary. Some hybrid working may be available, but will be reviewed on a case-by-case basis.

Contract: Permanent

Closing Date: Sunday 17th August 2025 at 23:59

Are you a strategic leader with a passion for public service and operational excellence? We are seeking a dynamic and experienced Senior Delivery Manager to join our Contact Management senior leadership team, working collaboratively across Thames Valley Police (TVP) and Hampshire & IOW Constabulary (HIOWC).

About the Role

This is a pivotal role which will lead the business support services function, with responsibility for performance, resourcing, training, and development. The successful candidate will drive continuous improvement and innovation, ensuring our teams are equipped to deliver a high-quality service that reflects the shared values of; being there when the public need us, being polite, professional, and caring, ensuring the right response, and supporting one another.

Key accountabilities include, but are not limited to;

• Ensuring the provision of effective emergency call handling and deployment, non-emergency first contact, and front office public counter services across both forces;
• Managing performance effectively;
• Overseeing performance frameworks, workforce planning, and development initiatives to build resilient and responsive teams;
• Leading project and change work;
• Developing and implementing strategies for continuous service delivery improvements; and
• Ensuring the department is efficient in managing its’ budget.

The full role profile can be viewed here .

What skills are we looking for in our successful candidate?

Educated to QCF Level 7, or have relevant work experience deemed to be at a comparable level;

• Contact management centre leadership experience at a strategic level;
• Experience of leading significant change projects in a joint working/collaborative working environment;
• Numeracy skills and understanding of statistics/budgetary information, with the ability to think analytically;
• Problem solving skills with the ability to make difficult but informed decisions;
• Excellent communication and interpersonal skills, including the ability to negotiate;
• Experience of managing large teams and other senior staff members; and
• Proven knowledge and experience of contact centre technology.

The postholder must have the ability to travel across both forces where required. There is also a need for the postholder to be flexible and be prepared to work unsociable hours including weekends and late shifts as required.

Benefits of working for HIOWC

In addition to the competitive salary and highly reward career, our benefits include, but are not limited to:

• Generous annual leave allowance;
• Retail, food, and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
• Gym facilities at a number of our buildings; and
• Fantastic career progression including development and secondment opportunities.

How to apply

Please follow the online application link to apply. You will be required to enter personal details, complete our pre-screening questions, and provide examples of when you have displayed the below competencies. Your answers to these competencies will be used to shortlist applications and reading the below links will assist you in completing your application.

If you are successful at shortlisting, you will be invited to attend an interview where any of the competencies listed on the role profile will also be assessed.

Contact details for an informal discussion

Please note that the email address you supply when submitting an application will be used for contact throughout the full lifecycle of that vacancy. You will not be able to amend your contact details. You should therefore ensure that you choose an appropriately accessible email address, being mindful that the process may take several months for some roles.

Hampshire and Isle of Wight Constabulary is an inclusive employer and strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.

Hampshire & Isle of Wight Constabulary is an equal opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work-life balance whilst meeting operational requirements of the constabulary. We actively encourage applications to be made on a full time, part time or flexible working basis.

The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under-represented groups. Our aim is to recruit talented people with a diverse range of skills and experience and welcome applications from all sections of the community. Our Positive Action team are available to provide support through the application and assessment process by contacting: [e-mail]

The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.