Services Delivery Manager

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

• 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

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

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.

• 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.