Service Delivery Manager

Yorkshire Water; Bradford; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the water industry seeks a Service Delivery Manager to oversee Developer Services. The role involves managing relationships with contract partners, ensuring compliance with regulatory requirements, and enhancing customer satisfaction through effective service delivery.

Benefits

Company car lease/allowance scheme

Annual incentive related bonus (up to 10%)

Private health care

Attractive pension scheme (up to 12% company contribution)

Life assurance cover of 4 times pensionable salary

25 days annual leave plus bank holidays

Wellness day

Health cash plan scheme

Cycle to work scheme

Gym membership discounts

Qualifications

• Experience managing high value, complex service contracts.
• Understanding of Water UK metrics and DMEX commitments.

Responsibilities

• Responsible for delivery of DMEX / Water UK and quality assurance.
• Lead a team to ensure exceptional performance and customer service.

Skills

Leadership

Relationship Management

Performance Management

Customer Service

Job description

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We offer a competitive salary of circa £60k per annum, depending on experience

• A company car lease/allowance scheme (£2,510 cash allowance)
• Annual incentive related bonus (up to 10% of annual salary)
• Private health care (self only)
• Attractive pension scheme (up to 12% company contribution)
• Life assurance cover of 4 times pensionable salary
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Location: Bradford/ Hybrid Working (2-3 days in the office per week – Bradford)

Work type: Permanent. Working full time, 37 hours per week, Monday – Friday between 8:00am-6:00pm.

We have an exciting opportunity for a Service Delivery Manager to join the Developer Services function at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

Where you fit in -

This role sits within Developer Services within Yorkshire Water, the team works with commercial developers and customers to ensure any new developments have the correct water and wastewater plans in place. You will play a key role within this team. As our Service Delivery Manager, you will be responsible for the delivery of DMEX / Water UK and quality assurance in line with industry leading customer experience and ensuring performance alongside compliance with regulatory and contractual requirements. The senior roles that we have within Developer Services are concerned with supplier relationship management, commercial management, customer service and strategy. You will lead a small team of individuals, and matrix manage others in the wider team, to deliver exceptional performance and customer service.

You will act as the lead point of contact for contract partners and holding responsibility for management of the overall Yorkshire Water/contract partner relationship. You will be responsible for day to delivery of work in line with DMEX commitments and quality requirements and the delivery of Yorkshire Water/Service partner KPI performance, including Health & Safety compliance, customer service, quality of workmanship and technical feedback.

You will work closely with all Operational and Customer Management teams as well as Service Partners within the service delivery centre. You will identify improvement areas and recommend ways to increase productivity and enhance the quality of outcomes for our customers, ensuring that all Developer Services activity is carried out to maximise customer satisfaction and deliver an exceptional customer experience.

What skills are we looking for?

The successful candidate will have an understanding of Water UK metrics and DMEX commitments.

You will have previous experience of managing high value, complex and business critical service based contracts, and partnering with key operational stakeholders to ensure the required service is delivered to customers.

We are looking for the successful candidate to have a blend of operational and contractual management experience and linked to this an excellent understanding of the workings of Customer Service-based contracts.

You will be able to performance manage and drive change, with significant experience of managing supplier performance via governance forums, using data insight to drive operational decision making and improvement, and then tracking this through to delivery

You will have strong relationship skills, the ability to build relationships at all levels and establish absolute credibility with all stakeholders particularly the Client and Service Partners.

You will also have strong leadership and people management skills with the ability to deliver results through others.

If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process –

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.


No agencies please.