Services Delivery Manager

Vanrath; Holywood; Hybrid; GBP 40,000 - 60,000; Part time

Benefits offered by this job

Flexible working options

Initial 6-month contract

Excellent working environment

Job summary

VANRATH is recruiting for a Services Delivery Manager to join a leading organisation delivering technology-enabled care services. The role focuses on driving service quality, performance, and continuous improvement while managing operational teams across call response, installation and service functions.

The ideal candidate will have a management qualification (HND/degree/Prince2) or 5 years' experience in service delivery, with strong communication, IT literacy and resource-planning skills to

Qualifications

• A relevant management qualification such as an HND, degree or Prince2, alongside at least three years' relevant experience in a service delivery management role; or at least five years' relevant experience in a service delivery management role.
• Experience managing teams and delivering results within a performance- and target-driven environment.
• Experience managing training and support provision.

Responsibilities

• Lead the day-to-day delivery of services, overseeing operational teams and supporting Team Leaders across call response, installation and service functions.
• Monitor team activity and performance against agreed service levels, identifying areas for improvement and ensuring targets are achieved.
• Lead, motivate and develop staff, including recruitment, induction, training, performance reviews and ongoing support.
• Ensure service delivery policies and procedures remain effective and comply with relevant legislation, regulations and statutory requirements.
• Monitor service quality and customer satisfaction, reviewing survey results and implementing service improvement plans.
• Oversee customer complaints, ensuring appropriate corrective actions are identified and implemented.
• Review operational processes to ensure services meet customer needs, maintain required standards and make effective use of resources.
• Maintain and review business continuity arrangements.
• Work collaboratively with colleagues across the organisation to support service development, business initiatives and continuous improvement.
• Promote health and safety, equality, diversity and good working practices across the service.

Skills

Team management

Service delivery

Communication skills

Prince2

IT literacy

Resource planning

Training delivery

Education

HND

Degree

Prince2 qualification

Tools

MS Office

Reporting tools

ITIL

Job description

VANRATH are delighted to be recruiting for a Services Delivery Manager to join a leading organisation providing technology-enabled care services.

What's in it for you?

• Initial 6-month contract
• The chance to influence service quality and drive continuous improvement.
• Flexible working options for a healthy work-life balance
• Excellent working environment

About your next employer

You will be joining an established organisation delivering technology-enabled care services, with a focus on providing reliable, high-quality support to customers.

About you

The successful candidate will have:

• A relevant management qualification, such as an HND, degree or Prince2, alongside at least three years' relevant experience in a service delivery management role; or at least five years' relevant experience in a service delivery management role.
• Experience managing teams and delivering results within a performance- and target-driven environment.
• Experience managing training and support provision.
• Excellent communication, interpersonal, negotiation and influencing skills.
• Strong IT skills, including the ability to interpret, report on and present information.
• The ability to plan and prioritise resources in line with operational requirements.
• A flexible and adaptable approach, with strong leadership and performance management skills.

Experience or knowledge of technology-enabled care services, social housing, or the health and social care sectors would be advantageous.

What you'll do

• Lead the day-to-day delivery of services, overseeing operational teams and supporting Team Leaders across call response, installation and service functions.
• Monitor team activity and performance against agreed service levels, identifying areas for improvement and ensuring targets are achieved.
• Lead, motivate and develop staff, including recruitment, induction, training, performance reviews and ongoing support.
• Ensure service delivery policies and procedures remain effective and comply with relevant legislation, regulations and statutory requirements.
• Monitor service quality and customer satisfaction, reviewing survey results and implementing service improvement plans.
• Oversee customer complaints, ensuring appropriate corrective actions are identified and implemented.
• Review operational processes to ensure services meet customer needs, maintain required standards and make effective use of resources.
• Maintain and review business continuity arrangements.
• Work collaboratively with colleagues across the organisation to support service development, business initiatives and continuous improvement.
• Promote health and safety, equality, diversity and good working practices across the service.