Services Delivery Manager - Contact Centre

Vanrath; Holywood; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

6-month contract

Flexible working options

Excellent working environment

Opportunity to influence service

Job summary

VANRATH are recruiting a Services Delivery Manager to lead the day-to-day delivery of technology-enabled care services. You will oversee operational teams, monitor performance against service levels and drive improvements across call response, installation and service functions.

The role requires strong leadership, excellent communication and IT skills, with a focus on planning resources and supporting staff through recruitment, induction and performance reviews.

Qualifications

• A relevant management qualification (HND, degree or Prince2) or five years' service delivery management experience.
• Three years' relevant experience in a service delivery management role, or five years if no qualification.
• Experience managing teams and delivering results in a performance- and target-driven environment.
• Experience managing training and support provision.
• Excellent communication, interpersonal, negotiation and influencing skills.
• Strong IT skills with the ability to interpret, report on and present information.
• Able to plan and prioritise resources in line with operational requirements.
• Flexible and adaptable leadership and performance management abilities.

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 service levels; identify improvements and ensure targets are met.
• Lead, motivate and develop staff including recruitment, induction, training and performance reviews.
• Ensure service delivery policies remain effective and compliant with legislation and requirements.
• Monitor service quality and customer satisfaction; review survey results and implement improvements.
• Oversee customer complaints and implement corrective actions.
• Review operational processes to meet customer needs and make effective use of resources.
• Maintain and review business continuity arrangements.
• Collaborate across the organisation to support service development and continuous improvement.
• Promote health and safety, equality, diversity and good working practices.

Skills

Team leadership

Communication skills

Resource planning

Training management

IT skills

Education

HND / degree or Prince2

Five years' service delivery management experience

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.

Some positive candidate feedback we've received-

VANRATH were very easy to work with, personable and knew what questions to ask to find me the right role. Would highly recommend.

I would highly recommend Vanrath. Very quick response to my application. They have been extremely dedicated to finding me a role that was best suited to my future career development.

Would highly recommend Vanrath. After uploading my cv I was contacted the next day and they were able to find a permanent suitable role for me very quickly. They were very helpful and supportive through the entire interview process and were able to negotiate a very good job offer which I was delighted with.

IND04