Senior Service Delivery Manager

My client a leading public sector organisation based in Belfast is currently seeking a Full-Time Senior Service Delivery Manager to join their existing team.

The hours of work are hours per week.

Working in collaboration with the Deputy Head of HSCNI Payroll, the Senior Service Delivery Manager will be responsible for leading the day to day delivery of an effective, efficient and high-quality payroll service to HSCNI organisations by the Business Services Organisation (BSO).

In particular, the post holder will be responsible for:

• Day to day leadership of the Payroll delivery teams within their remit to ensure high levels of service in line with demanding timescales and targets, adhering to Service Level Agreements (SLAs);
• Identifying and implementing areas for improvement within PSC;
• Working collaboratively across PSC, BSO and wider HSCNI teams to build and maintain effective working relationships;
• Line management of a large team to deliver the highest standards of service;
• Promoting a positive culture within PSC through leading by example, demonstrating effective behaviours and developing staff engagement mechanisms across the whole team;
• Supporting the Deputy Head of PSC in identifying key strategic priorities and risks; and
• Deputise for the Deputy Head of PSC as required in representing the PSC and engaging with senior stakeholders across HSCNI.

• Take management responsibility for delivery of day to day Payroll service areas to the HSC, ensuring performance meets agreed SLAs and Key Performance Indicators, maximising efficiency, quality and overall effectiveness.
• Identify new and innovative ways to deliver PSC services to achieve PSC and BSO corporate objectives.
• Assess performance on an ongoing basis across the teams to determine key priorities and lead the teams to work coherently to continually improve.
• Support the Deputy Head of PSC in the development and implementation of business plans, identifying and supporting the mitigation of risk.
• Derive and implement service area delivery plans to ensure key priorities are met, including key business improvement projects within PSC to deliver service excellence.
• Provide key input to ongoing improvement projects, representing PSC and leading on delivery where necessary, and manage the successful implementation of new ways of working into live service.

* Middle Management is defined as a post at a minimum of Band 6 or equivalent.

• High level of organisational skills with the ability to work to demanding and competing timescales in the implementation, delivery and support of complex service delivery in a customer facing service delivery environment.
• Ability to hold individuals and teams to account in the pursuit of service excellence.
• High level of interpersonal and communication skills to meet the needs of the post in full, and the ability to deal with / influence other divisions and outside bodies at a senior level.
• Ability to analyse and interpret complex system information to support the identification of solutions, and use that information to support negotiation or agreement with service users.
• Have a broad range of payroll knowledge and PAYE legislation.
• Experience of working in a shared service / centralised delivery environment delivering sustained high levels of performance.
• Be CIPP (The Chartered Institute of Payroll Professionals) qualified or be willing to undertake CIPP qualification leading to chartered membership.

Senior Service Delivery Manager
• Belfast, County Antrim