The public sector client is looking to recruit a customer focussed Service Delivery Manager for a 6 month temporary contract, which is home-based. The successful candidate will have a valid DBS. Please Note: This assignment sits inside  IR35.

Essential Criteria: 
• Proven leadership and service delivery skills: being adept at achieving successful outcomes preferably gained in previous operational roles.
• Experienced and credible in dealing with a broad and complex range of stakeholders, demonstrating confidence to engage with senior officials and ministers.
• Excellent verbal and written communication skills to: engage and build strong relationships quickly and effectively; translate complex issues into easy to understand language; deliver presentations to very senior stakeholders effectively.
• Familiar with delivering either complex or high-risk projects within an agreed time yet also with cost and quality constraints.
Demonstrate strong attention to detail and technicalities.
• Excellent resourcing skills.
• Strong team working skills.

• Able to assess customer feedback and use creativity to establish, improve, and refine services.
• Build partnerships and liaise with other Service Delivery Manages to determine the company’s services, delivery criteria, and solutions for issues that may arise.

• Build and maintain positive relationships with customers and suppliers as well stakeholders
• Identify customer needs and oversee service delivery together with meeting SLA’s/KPI’s.
• Lead the service delivery team, manage complaints and appeals, and ensure the team’s processes and tasks are carried out efficiently and effectively.
• Ensure service is delivered within budget.
• Look for new ways of improving customer service whilst reducing costs.

• Provide performance reporting against KPI’s and build plans to improve service delivery.
• Work within a project carrying a high degree of reputational risk as there is considerable uncertainty and political sensitivity within the working environment.
• Role model our organisational values (PRAISE), embedding these throughout your practice.
• Be able to handle sensitive and confidential information.
• Possess excellent communication skills to liaise efficiently with stakeholders.
• Organise and manage information within online systems.
• Ensure consistency in the governance of processes.

Desirable criteria:
• Experience using a CRM system