Service Delivery Manager

Suffolk County Council; Ipswich; Hybrid; GBP 37,000 - 45,000; Full time

Benefits offered by this job

29 days annual leave (pro rata)

LGPS membership

Travel, lifestyle, health and well‑be1

Performance-related pay progression

Training & career development

Diverse staff networks

Flexible working

Job summary

Suffolk County Council is seeking an experienced leader to head the operational delivery of passenger transport services across Suffolk. This permanent role works on driving safe, on-budget service outcomes and council policy alignment in a hybrid working environment.

You will lead, develop and hold the team accountable for high performance, resilient processes and timely service delivery, with a focus on continuous improvement and staff development.

Qualifications

• Experience leading transport operations teams.
• Ability to drive service improvement and efficiency.

Responsibilities

• Provide strong operational leadership for a team of transport professionals.
• Ensure service delivery meets legislation, policies and contract requirements.
• Guide service development to address demand, statutory responsibilities and council priorities.
• Review and standardise service delivery processes to enhance efficiency and quality.
• Support performance management and workforce development.

Skills

Leadership

Operations management

People management

Job description

• Suffolk County Council
• Address: Endeavour House, Ipswich, Suffolk IP1 2BX, hybrid working
• Salary:£42,123 per annum(pro rata for part time)
• Hours:37 hours per week, flexible working options available
• Contract:Permanent

We are looking for an experienced person to lead and manage the operational service delivery of passenger transport services across Suffolk.

This is a leadership role where you will help establish efficient processes to deliver transport services safely, within budget and in accordance with statutory requirements and council policies.

You will drive service improvement, support staff development and manage performance. You will build a resilient, high-performing team by setting clear expectations, supporting growth and ensuring accountability for the quality and timeliness of work.

Your role and responsibilities

As a manager, you will provide strong operational leadership for a team of transport professionals, ensuring service delivery meets legislation, policies and contract requirements. You will guide service development to address shifting demand, statutory legal responsibility, best practices and council priorities and manage projects to enhance outcomes, efficiency and sustainability.

A key part of the role involves ensuring effective service delivery through the review, development and standardisation of service delivery processes, thereby enhancing efficiency, quality, consistency and resilience. You will use information such as performance data and customer feedback to identify trends, risks and opportunities for improvement.

You will support performance management and workforce development addressing any concerns regarding conduct or performance.

You will promote a culture that empowers individuals and supporting professional development, thereby cultivating a culture of high performance, accountability and ongoing improvement to help shape future ways of working.

Empowering Everyone

We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report .

The Team

The post is part of the Passenger Transport team within the Growth Highways and Infrastructure Directorate. Passenger Transport is responsible for the delivery of travel services across Suffolk. There are a number of transport operators signed up to our Dynamic Purchasing System, most of which are actively involved daily transporting children and vulnerable adults.

This role is in the operations team who are responsible for ensuring that the service delivery for the transport procured operates as it should as per the terms and conditions of the contract.

For more information

Please contact Kirsty Marjoram for a casual conversation. You can reach her by emailing: [e-mail]

Closing date: 11.30 pm, 29 September 2026.

Provisional interview date: week commencing, 5 October 2026 (subject to change).

Promoted as SPJ (Standard Plus Job) on Suffolk Jobs Direct.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We're driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

In return, you'll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

Plus lots more!

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk) .