Service Delivery Manager

Beighton; Sheffield; Hybrid; GBP 52,000 - 66,000; Full time

Job summary

Sheffield City Council is seeking an experienced Service Delivery Manager to lead the Core Customer Hub, including a high‑volume contact centre and back‑office processing. You will drive performance, transformation and workforce development in a senior leadership role with a focus on excellent customer experience across multiple channels.

Working with senior leaders, you will shape the future of customer service delivery in Sheffield, ensuring efficiency, value for money, and alignment with the

Qualifications

• Senior leadership experience in large, complex organisations.
• Experience in multi‑channel customer contact and back‑office operations.
• Strong data analysis skills with KPI/SLAs to drive improvement.
• Record of leading service change and continuous improvement in customer settings.

Responsibilities

• Provide strategic leadership to the Core Customer Hub and high‑volume contact centre operations.
• Lead, support and develop Team Managers, fostering performance and wellbeing.
• Oversee performance frameworks, KPIs, and service delivery across channels.
• Use data and insight to manage demand and drive improvements.
• Lead change initiatives including digital, telephony, and process transformation.
• Manage budgets, financial planning and forecasting for the service.
• Deputise for the Head of Customer Operations when required.

Skills

Senior leadership

Multi‑channel support

Data analysis

Performance management

Change management

Budgeting

Strategic planning

Education

Degree level or equivalent experience

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

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.

This role operates on a hybrid working basis.

What you’ll be doing

As Service Delivery Manager, you will:

• 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 ourSheff news page.

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