Service Delivery Manager

Sheffield City Council HQ; Sheffield; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Sheffield City Council is seeking an experienced, values-driven Service Delivery Manager to lead the Core Customer Hub, a high‑volume contact centre and back office operation. You will shape customer service strategy, oversee performance, and work with senior leaders to deliver improvements at scale.

The role requires senior management experience, a deep understanding of multi‑channel contact, and a track record of leading diverse teams.

Qualifications

• Senior leadership experience in large complex organisations.
• Strong understanding of multi-channel customer contact and front-line delivery.
• Proven ability to develop managers and diverse teams.
• Strong data analysis and KPI-driven performance management.
• Experience guiding service change and continuous improvement.

Responsibilities

• Provide strategic leadership to the Core Customer Hub and high-volume call centre operations.
• Develop and support Team Managers to drive high performance and wellbeing.
• Oversee performance via KPIs, SLAs and frameworks across channels and back‑office.
• Use data to manage demand and drive service improvements.
• Lead change initiatives across digital, telephony and processes.
• Manage budgets, financial planning and forecasting.

Skills

Senior leadership

Multi-channel

Demand management

Performance mgmt

Data analysis

Digital/telephony

Stakeholder focus

Education

Degree or substantial experience

Job description

Service Delivery Manager - Contact Centre and Place Hub

Core Customer Hub

Sheffield City Council - Customer Experience & Communities

About the role

Sheffield City Council is looking for an experienced and values-driven Service Delivery Manager to lead our Core Customer Hub, a critical front‑line service supporting residents across the city.

This is a senior leadership role with overall responsibility for the delivery of high‑quality, customer‑focused services at scale, including a large, high‑volume contact centre operation and Back Office Processing related to council services. You will provide strategic and operational leadership across multiple teams, ensuring services are responsive, efficient and aligned with the Council's Customer Experience Strategy.

Working closely with the Head of Customer Operations, senior leaders and partners across the organisation, you will shape the future of customer service delivery in Sheffield, leading performance improvement, service transformation and workforce development.

Hybrid working

This role operates on a hybrid working basis. This reflects the leadership presence needed to support teams, manage service delivery effectively and collaborate with stakeholders. The remaining time may be worked flexibly in line with council policy.

What you’ll be doing

• Provide strategic leadership and direction to the Core Customer Hub, including high-volume call centre operations, ensuring excellent customer experience and value for money
• Lead, support and develop Team Managers, creating a culture of high performance, wellbeing and continuous improvement
• Oversee service performance, setting and managing KPIs, SLAs and performance frameworks across customer contact channels and back office operations.
• Use data and insight to manage demand, improve outcomes and drive service improvement
• Lead and deliver change initiatives, including digital, telephony and process transformation
• Manage budgets, financial planning and forecasting across the service
• Deputise for the Head of Customer Operations where required

What we’re looking for

We’re looking for a confident, visible leader with experience of managing complex, customer‑facing services in a fast‑paced environment.

You’ll bring:

• Senior management experience in a large, complex organisation, ideally within a call centre, contact centre or high‑volume customer operations environment
• A strong understanding of multi‑channel customer contact, demand management and front‑line service delivery
• Proven experience of leading and developing managers and diverse operational teams
• Strong performance management in back‑office processes.
• Strong performance management and data analysis skills, including the use of KPIs to drive improvement
• A track record of leading service change and continuous improvement in a customer‑facing setting
• An understanding of how digital and telephony solutions can improve customer experience and operational efficiency

You’ll be educated to degree level or have substantial relevant experience.

We are investing in our workforce and are promoting opportunities to our under‑represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full‑time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.