Service Manager

Sovereign & Bale; Croydon; On-site; GBP 47,000 - 57,000; Full time

Job summary

Sovereign & Bale is seeking a Service Delivery Manager to lead regional employment support delivery across Croydon and surrounding areas. The role involves guiding Mentors and Coordinators, driving performance and ensuring high‑quality participant support within contractual targets.

You will manage day‑to‑day operations, work with employers and public partners, and safeguard compliance while developing the team and service improvements.

Qualifications

• Experience leading an operational service within employability, welfare‑to‑work, youth employment, skills or a similar publicly funded environment.
• Strong people management and performance management experience.
• A proven ability to motivate, coach and develop frontline teams.
• Experience using data and management information to improve performance.
• An understanding of participant‑centred employment support and sustainable employment outcomes.
• Excellent communication, influencing and stakeholder management skills.
• Strong organisation skills and the ability to manage competing priorities.
• Knowledge of safeguarding, compliance, quality assurance and data protection.
• Good IT skills, including Microsoft Office and digital case management/reporting systems.
• Knowledge of local labour markets and services supporting young people would be advantageous.

Responsibilities

• Leading, coaching and performance managing Mentors and Activity Co‑ordinators.
• Managing service performance against engagement, employment, sustainment, quality and compliance targets.
• Using management information to identify trends, risks and opportunities for improvement.
• Supporting the team to deliver effective action planning, barrier removal, job matching and in‑work support.
• Building strong relationships with employers to create suitable employment opportunities.
• Working with DWP, Jobcentre Plus and local partners to strengthen referrals and participant outcomes.
• Ensuring safeguarding, quality, compliance and data protection requirements are met.
• Supporting recruitment, induction, training and ongoing team development.
• Reporting performance, risks and improvement activity to the Head of Operations.

Job description

Service Delivery Manager

Location: South West London (Covering Croydon,Kingston upon Thames, Merton, Richmond upon Thames, Sutton, Wandsworth)
Salary: £52,000 per annum
Contract: Permanent

The Role

Are you an experienced operational leader with a background in employability, employment support, youth services, skills or a similar environment?

We’re looking for a Service Manager to lead the delivery of an employment support service helping young people aged 18–24 overcome barriers, access employment and build sustainable careers.

This is a hands‑on leadership role where you’ll manage a team of Mentors and Activity Co‑ordinators, drive performance and build strong relationships with employers, DWP, Jobcentre Plus and local partners.

You’ll be responsible for the day‑to‑day performance and quality of the service, ensuring participants receive high‑quality, personalised support and the team delivers against contractual targets.

Key responsibilities

• Leading, coaching and performance managing Mentors and Activity Co‑ordinators.
• Managing service performance against engagement, employment, sustainment, quality and compliance targets.
• Using management information to identify trends, risks and opportunities for improvement.
• Supporting the team to deliver effective action planning, barrier removal, job matching and in‑work support.
• Building strong relationships with employers to create suitable employment opportunities.
• Working with DWP, Jobcentre Plus and local partners to strengthen referrals and participant outcomes.
• Ensuring safeguarding, quality, compliance and data protection requirements are met.
• Supporting recruitment, induction, training and ongoing team development.
• Reporting performance, risks and improvement activity to the Head of Operations.

Skills and Experience

• Experience leading an operational service within employability, welfare‑to‑work, youth employment, skills or a similar publicly funded environment.
• Strong people management and performance management experience.
• A proven ability to motivate, coach and develop frontline teams.
• Experience using data and management information to improve performance.
• An understanding of participant‑centred employment support and sustainable employment outcomes.
• Excellent communication, influencing and stakeholder management skills.
• Strong organisation skills and the ability to manage competing priorities.
• Knowledge of safeguarding, compliance, quality assurance and data protection.
• Good IT skills, including Microsoft Office and digital case management/reporting systems.
• Knowledge of local labour markets and services supporting young people would be advantageous.

Travel

This is a regional, multi‑site position requiring regular travel across the designated area.

There is no regular home‑working provision, although occasional home‑working may be possible depending on operational requirements.

A car and full driving licence would be beneficial but not essential. If you do not have access to a vehicle, you must be able to travel effectively across the region using public transport.