Service Delivery Manager

Equals One Ltd; Huntingdon; On-site; GBP 32,000 - 43,000; Full time

Job summary

Ross Care is seeking a Service Delivery Manager to oversee business support functions across contracts at the Cambridge & Peterborough Service Centre. The role involves coordinating activity, reporting, and stakeholder engagement to ensure effective service delivery.

You will drive capacity planning, performance monitoring, audits and customer service oversight, acting as the primary contact for the Commissioning Authority.

Qualifications

• Management or supervisory experience.
• Experience with performance monitoring and reporting.
• Contract or service delivery environment experience.
• Audit processes familiarity.

Responsibilities

• Provide direct line management to the Customer Service Team.
• Manage booking coordination for activity and capacity demand.
• Act as first point of contact for the Commissioning Authority.
• Coordinate monthly, quarterly, and annual reports and monitor KPIs.
• Conduct customer service audits and identify improvements.
• Contribute to management team planning and recruitment support.

Skills

Organization

Coordination

Data analysis

Stakeholder engagement

Job description

Service Delivery Manager

40 hours per week Mon-Fri

Salary: £37.5K pa

Based at: Cambridge & 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 & 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 escalation 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 Company’s 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.