Service Delivery Manager

Are you passionate about helping others overcome challenges? Do you have excellent communication skills and ambition to make a difference? Due to exciting new business growth, Citizens Advice Dudley & Wolverhampton is seeking a Service Delivery Manager to join our dedicated team. We provide comprehensive information, advice and guidance to individuals in need and we are expanding our team to meet the growing demand for our services and new ways of working.

Main Job Purpose:

• A member of the operational leadership team (OLMT) in the organisation and line managed by our Head of Advice Services.
• To line manage teams of front-line client facing staff supporting service delivery standards, quality and contract compliance across advice and non-advice contracts that we hold with multiple funders.
• To drive a culture of continuous workforce development where a supportive and compassionate approach is adopted.
• Working as part of a wider Service Delivery Manager team and in collaboration with our Technical & Quality Supervisor team to maintain quality across services, you will need to inspire and motivate all teams and provide focussed individual support where necessary to achieve internal and external quality and KPI standards.
• Be responsible for ensuring the provision of high-quality services to clients by working within the wider service delivery manager team and alongside the Senior Leadership Team.
• Be accountable for ensuring positive performance management of the workforce to achieve consistent quality and contract/org KPIs and to support individual staff who need additional support to achieve expected standards.
• Build excellent rapport and working relationships with stakeholders including funders, commissioners, key statutory and voluntary partners in order to contribute to the organisation’s Purpose and Missions.

What We Can Offer You:

• We embrace individuals from all walks of life, encouraging everyone to bring their authentic selves to work every day.
• We understand the importance of balance and provide flexible working hours to accommodate your needs outside the workplace. We prioritise the health and wellbeing of our employees, recognising that wellness contributes to professional success.
• We advocate for continuous professional growth and encourage employees to pursue development opportunities.
• We value the power of collaboration and actively seek input and feedback from our employees on workplace decisions.
• We offer a generous annual leave entitlement, an employer Contributory Pension Scheme, and an Employee Assistance Programme. We pride ourselves on our culture of positive engagement, collaboration and team spirit and prioritise the health and wellbeing of all our team.
• Whilst we value relevant experience, we are also committed to developing staff. We believe in providing training and development opportunities for individuals who possess the skills and qualities that align with our organisations values and aims.
• We warmly welcome applicants from all diverse backgrounds. We are committed to building a workforce that reflects the diversity of the communities we serve.

APPLICATIONS WILL ONLY BE CONSIDERED IF A CITIZENS ADVICE JOB APPLICATION FORM HAS BEEN COMPLETED AND SUBMITTED. Closing Date for Applications: 25th July 2025 at 4pm (We reserve the right to close these vacancies early if we receive sufficient applications for the role).

Join our amazing workforce and seize the opportunity to grow both personally and professionally whilst making a positive impact in our communities. We look forward to hearing from you.