Manager​/Service Delivery Manager

Service Delivery and Performance Manager

An excellent opportunity for an experienced operational leader to oversee service delivery, performance management, and quality assurance across multiple funded programmes within a domestic energy advice service.

We have a fantastic new job opportunity for a Service Delivery and Performance Manager to provide operational leadership across domestic energy advice services delivered through multiple funded programmes.

As a Service Delivery and Performance Manager you will oversee day-to-day service delivery, ensuring performance targets, quality standards, and contractual requirements are consistently achieved. You will support Team Leaders, strengthen operational processes, and drive continuous improvement.

The Service Delivery and Performance Manager will play a key role in performance reporting, quality assurance, and stakeholder engagement, acting as an escalation point and ensuring strong outcomes for service users and funders alike.

Salary: £33,000 per annum + Benefits

Location: This hybrid position allows for flexible working from home or from the offices in Dundee or Aberdeen, with occasional office attendance. Applicants must reside in, or very near to, one of the six service areas (Moray, Aberdeenshire, Aberdeen City, Angus, Dundee City, and Perth and Kinross)

Job Type: Full-Time, Permanent

Working Hours: 35 hours per week (flexible to meet service needs)

• Operational Leadership:
  Leading the day-to-day delivery of domestic energy advice programmes
• Performance Monitoring:
  Tracking, analysing, and reporting performance against KPIs and contractual targets
• Quality Assurance Oversight:
  Implementing and maintaining consistent QA frameworks across services
• Management Support:
  Providing line management, coaching, and development support to Team Leaders
• Process Improvement:
  Driving continuous improvement across service delivery and reporting processes
• Risk Management:
  
  Identifying operational risks early and supporting effective resolution
• Stakeholder Reporting:
  Producing accurate reports for internal teams, funders, and local authority partners
• Systems Compliance:
  Ensuring consistent use of CRM systems, data accuracy, and reporting frameworks
• Escalation Management:
  Acting as a senior operational escalation point for service delivery matters
• Service Continuity:
  Supporting resilience planning and cross-service collaboration

• Proven experience in operational or service delivery management
• Experience managing Team Leaders or equivalent middle-management roles
• Strong background in performance monitoring, quality assurance, and compliance
• Ability to coach and support managers without micromanaging teams
• Excellent organisational, communication, and reporting skills
• Confident use of CRM systems and performance data

• Experience with in energy advice, fuel poverty, or third-sector services
• Experience working across multiple funded programmes

• Competitive salary
• Flexible working arrangements
• 35 days annual leave including public holidays
• Paid day off for your birthday
• Pension scheme
• Paid volunteering time
• Employee Assistance Programme
• Generous sick pay scheme
• Staff events and wellbeing initiatives

Apply Today – Ready to make your next career move? Apply Now for our Recruitment Team to review.

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