Service Manager

Overview

The Growth Company’s (GC) Connect to Work team have an exciting new opportunity for a Service Manager to motivate and support an operational team to deliver the Individual Placement and Support (IPS) programme, ensure a high-quality programme is delivered with respect and empathy, achieve high performance levels and customer service standards, via effective performance and team management, supporting the Operations Manager in the smooth delivery of the contract and to ensure delivery meets IPS Fidelity Review best practice and contractual compliance standards.

The IPS service helps individuals with health conditions or barriers to employment find and sustain paid work. We provide personalised, one-to-one support, focusing on rapid job search and matching people to suitable roles. We work closely with health services and employers to deliver joined-up, ongoing support, while helping individuals build confidence and maintain their wellbeing in work.

• Lead high‑quality IPS service delivery by ensuring every service user receives effective, person‑centred employment support, maintaining fidelity to the IPS model, and driving the achievement of all contractual KPIs, quality standards and social value commitments.
• Manage, develop and support a mobile team through recruitment, structured onboarding, regular performance reviews, coaching, observations and tailored CPD, ensuring Employment Specialists consistently exceed minimum performance expectations.
• Strengthen and grow stakeholder partnerships by maintaining productive relationships with NHS teams, referral partners, community organisations and employers to maximise referrals, enhance service visibility and ensure a strong local ecosystem of support.
• Oversee operational excellence and compliance by ensuring CRM accuracy, audit readiness, data integrity, customer feedback management, continuous improvement activity and effective reporting to senior leadership and commissioners.

• A results‑driven leader with strong initiative, resilience and the ability to motivate and support others.
• A confident communicatorable to present to partners, share best practice and build positive networks.
• A collaborative team playerwho thrives in complex, multi‑stakeholder environments.

• Proven people management experience with a track record of achieving performance outcomes in employability, health or welfare‑to‑work settings.
• Strong sector knowledge including NHS structures, labour market insight, policy awareness and understanding of MI/financial information.
• Excellent communication and reporting skills with the ability to produce clear written reports and confidently present to stakeholders.
• High‑level ICT proficiency with the ability to maintain accurate data, ensure audit trails and use CRM systems effectively.