Service Performance Manager

AIT Home Delivery UK Limited; Castleford; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in home delivery services is seeking a Service Delivery Manager to enhance service quality across multiple depots. This role involves training subcontractors, ensuring compliance, and developing performance metrics. Ideal candidates will have strong coaching skills and experience in managing multi-site operations.

Qualifications

• Experience coaching, supporting, and motivating colleagues.
• Ability to deliver high-standard group training.
• Experience managing multi-site operations.

Responsibilities

• Vet new subcontractors and conduct training.
• Manage contractor compliance and develop training materials.
• Collaborate with stakeholders to improve performance reporting.

Skills

Coaching

Problem-solving

Attention to detail

Analytical skills

Coordination skills

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

We have an exciting new opportunity to join our team as a Service Delivery Manager. This role will directly contribute to the levels of service we offer our clients and customers. You will work across a region covering up to 4 depots, taking ownership of the compliance and governance relationship between the company and its subcontracted delivery partners, including ensuring they are trained to high standards of service.

Key Responsibilities:

1. Vet new subcontractors
2. Conduct training for new subcontractors, including onsite and offsite training
3. Onboard subcontractors with all necessary documentation, including training sign-offs
4. Manage and control contractor compliance, including contractual, insurance, DBS, and right-to-work checks
5. Develop new training materials aligned with new products and clients
6. Manage the training timetable
7. Collaborate with key stakeholders to develop onboarding training materials
8. Work with the National Contract Manager to develop a subcontractor audit document
9. Develop performance reporting documents covering claims, inquiries, and delivery performance, in collaboration with key stakeholders
10. Build and maintain strong relationships with depot managers and other key stakeholders through effective communication, ensuring understanding of requirements and performance of our subcontractor network
11. Drive cost leadership and financial control, including managing uplift payments and authorizing or rejecting payment requests from subcontractors
12. Hold monthly and weekly meetings with subcontractors to review performance, claims, and documentation audits

Skills and Experience:

• Experience coaching, supporting, and motivating colleagues
• Ability to deliver high-standard group training
• Strong problem-solving, attention to detail, and analytical skills
• Proficiency in Microsoft Excel, Word, and PowerPoint
• Comfortable working in a fast-paced environment
• Experience collaborating across departments
• Experience managing multi-site operations
• Strong attention to detail and accuracy
• Ability to meet deadlines and complete tasks thoroughly
• Excellent coordination skills between departments

If you're interested in joining us, apply today, and our recruitment team will be in touch.