Service Delivery Manager

TipTopJob; Huntingdon; On-site; GBP 32,000 - 43,000; Full time

Job summary

Ross Care is seeking a Business Support Manager to oversee business support functions across contracts, ensuring coordinated activity, reporting and stakeholder engagement. The role supports operational delivery through capacity planning, performance monitoring, audit activity and customer service oversight.

The postholder will work as part of the Senior Management Team at Cambridge and Peterborough Service Centre, and will lead a Customer Service Team while ensuring compliance and continuous

Qualifications

• Management or supervisory experience.
• Experience in contract or service delivery environments.
• Experience with audit processes.
• Strong data analysis and capacity planning skills.
• Excellent communication and stakeholder engagement abilities.

Responsibilities

• Line management of the Customer Service Team and performance coaching.
• Coordinate capacity and activity across Field Service Engineer rounds to meet demand.
• Serve as first point of contact for the Commissioning Authority and stakeholders.
• Coordinate monthly, quarterly and yearly performance reporting and KPI reviews.

Skills

Management experience

Performance monitoring

Data analysis

Capacity planning

Stakeholder engagement

Job description

40 hours per week Mon:Fri

Salary: A GBP 37.5K pa

Based at: Cambridge and Peterborough Service Centre (PE29)

Job Purpose

The Business Support Manager is responsible for overseeing business support functions across the contracts based at their dept, ensuring effective coordination of activity, reporting, and stakeholder engagement.

The role supports operational delivery through capacity planning, performance monitoring, audit activity, and customer service oversight, while acting as the primary point of contact for the Commissioning Authority concerns or issues. The postholder will work as part of the Senior Management Team at Cambridge and Peterborough Service Centre.

Key Responsibilities

Line Management

• Provide direct line management to the Customer Service Team.
• Set objectives, monitor performance, and support development of direct reports.
• Ensure team structure and resource aligns with service requirements.

Capacity and Activity Management

• Manage booking coordination for all activity for Field Service Engineer (FSE) rounds.
• Ensure capacity is effectively utilised and aligned with demand.
• Identify capacity risks and escal where required.

Stakeholder Management

• Act as the first point of contact for the Commissioning Authority.
• Maintain effective relationships with commissioners and stakeholders.
• Support responses to commissioner queries.

Reporting and Performance Monitoring

• Coordinate monthly, quarterly, and annual reports.
• Collate and validate data.
• Monitor KPIs and elevate concerns.
• Manage people performance including absence, training, and engagement.

Audit, Compliance and Customer Service Quality

• Conduct customer service audits and call listening.
• Identify improvement areas and ensure compliance.

Management Team Responsibilities

• Contribute to management team planning and development.
• Provide insight for decision:making.
• Lead and support recruitment across the service
• Promote compliance and continuous improvement.

Experience

• Management or supervisory experience
• Performance monitoring and reporting
• Contract or service delivery environment
• Audit processes

Attributes

• Detail:oriented
• Ability to prioritise
• Team collaboration
• Proactive problem:solving

Skills And Knowledge

• Organisation and coordination
• Data analysis
• Capacity planning understanding
• Communication and stakeholder engagement

Service User/other Agency/public Engagement And Involvement

Ross Care is committed to promoting and embedding equality, diversity and inclusiveness and expects that the post holder will actively promote and engage this commitment in all that they do. The post holder should ensure that in all their behaviours, attitudes and working they recognise and take account of the health needs and rights of all sections of the community including ethnicity, disability, gender, age, sexual orientation and religion/belief. The post holder will be expected to engage the service users, other agencies and the public where relevant and adhere to the Companys policies and procedures governing zero tolerance to discrimination, harassment, bullying, stereotyping and prejudicial treatment.

This job description shall not limit your role, you will also be expected to carry out any other duties that you manager feels are within your capabilities and skill set. The above may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.

INDLS