Service Delivery Lead: Screening & Compliance (Hybrid)

Erin Associates Ltd; Altrincham; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

Erin Associates Ltd is seeking a Service Manager to lead the delivery of software implementations, support, and professional services from Altrincham with a hybrid working model. The role focuses on DBS screening, compliance, and customer satisfaction across multiple teams and clients.

The ideal candidate has 5+ years in onboarding, screening, or regulated environments, and demonstrates strong stakeholder management and process improvements.

Qualifications

• Minimum of 5 years' experience in onboarding, screening, compliance, or regulated environments.
• Experience collaborating with Software Development, Product, or Technology teams.
• Strong understanding of service management principles, KPIs, and performance monitoring.
• Excellent communication and stakeholder management across departments and clients.

Responsibilities

• Oversee delivery of software implementations, support services, and professional services.
• Manage customer escalations with timely resolution and high client satisfaction.
• Define, monitor, and report on service levels and KPIs, driving improvements.
• Work with Product, Technology, and Account Management to align delivery with business goals.
• Lead and scale the professional services function, including screening and disclosure services.
• Act as SME for DBS processes and compliance requirements.
• Drive growth of screening and verification services while balancing efficiency and quality.
• Coordinate and support client audit requests with accurate information.

Skills

Service management

SLA management

Stakeholder management

Onboarding experience

Cross-functional collaboration

Job description

Erin Associates Ltd is seeking a Service Manager to lead the delivery of software implementations, support, and professional services from Altrincham with a hybrid working model. The role focuses on DBS screening, compliance, and customer satisfaction across multiple teams and clients.

The ideal candidate has 5+ years in onboarding, screening, or regulated environments, and demonstrates strong stakeholder management and process improvements.