Service Delivery Manager Golders Green

ENGINEERINGUK; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in the engineering sector is seeking a Service Delivery Manager to oversee a team responsible for delivering quality customer service and performance metrics. The role involves coaching and mentoring team members, driving performance improvements, and ensuring compliance with operational standards. Candidates should have strong leadership skills, excellent communication abilities, and a proven track record in performance management.

Qualifications

• Experience in a supervisory or leadership role with strong performance focus.
• Ability to work effectively in a fast-changing, complex environment.
• Excellent PowerPoint and written communication skills.

Responsibilities

• Lead a team of Functional Assessors and Site Coordinators.
• Provide visible leadership and direction to ensure effective delivery.
• Coach and mentor team members to improve performance.

Skills

Leadership

Performance Management

Communication

Coaching

Analytical Skills

Tools

PowerPoint

Business Analysis Software

Job description

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View more categories View less categories Sector Sales and Business Development Role Manager Contract Type Permanent Hours Full Time

The Service Delivery Manager role reports to the Regional Service Delivery Manager (RSDM) and leads on the delivery of volume, quality, customer service and colleague related measures. They will lead a team of Functional Assessors and Site Coordinators to deliver the PIP benefit.

The role will coach, mentor and provide leadership to Functional Assessors and Site Coordinators within a designated team/location, developing and implementing plans to drive improved performance and share best practice. The role will have line management responsibilities.

Responsibilities:

1. Provide visible leadership and direction to the team/site, to enable the effective delivery of volume, people, quality and customer service-related measures within those teams/sites.
2. Coach, mentor and lead a team of Functional Assessors and Site Coordinators with action planning and development plans through effective performance management processes, showing understanding, respect and compassion for the opinions/needs of other people, if they differ from their own.
3. Motivate and inspire team members through continuous professional development and recognising exceptional performance, identifying and developing team members with potential in support of effective succession planning.
4. Positively contribute to team effort and support others in their approaches and be dedicated to the values of the organisation, maintaining composure even in stressful or conflict situations and having the strength to wait for the right time to intervene, make decisions or act.
5. Effective reporting on team performance to the RSDM, including daily, weekly results, explanation of deviation from targets, and plans for corrective actions as agreed.
6. Ensure the team makes the best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans to address as required.
7. Collaborate with the Clinical Support Lead to support Functional Assessors where quality issues or support are required.
8. Build trust amongst colleagues and peers through strong working relationships and facilitate communication and engagement across their team, setting expectations clearly and concisely and providing support towards a continuous improvement performance culture.
9. Adhere to the governance structure in place by the PIP Operations Director, ensuring compliance by Functional Assessors.

Essential Criteria:

• Leading and developing a high performing team.
• Highly organised with the ability to prioritise and manage workloads.
• Delivering challenging performance targets.
• Enjoy helping others and building relationships, being cooperative and patient, fostering a culture of customer and client focus.
• Creating and executing action plans to drive performance improvement.
• Energetic and confident in expressing themselves with experience in building strong working relationships, influencing and empowering others to make pro-active decisions.
• Enjoy working on practical and technical tasks, investigating or observing situations to identify and implement solutions.
• Performance driven with strong performance management to drive continuous improvement.
• Display confidence and a calm and steady presence to effectively manage difficult situations.
• Experience in a supervisory or leadership role with strong performance focus.
• Ability to work effectively in a fast-changing, complex, multi-stakeholder environment — comfortable dealing with ambiguity.
• Excellent PowerPoint and written communication skills, proficient with spreadsheets and business analysis software.
• Performance driven with an analytical mindset and strong attention to detail.
• Able to build relationships and earn respect from peers and colleagues at all levels.
• Strong coaching and mentoring skills.

Company

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