Service Delivery Manager - Business Energy Scot... Operations - Business energy Scotland · Edinburgh

The role involves leading the Hub, Advice and Technical teams within Business Energy Scotland. This is a key leadership position responsible for delivering high-quality support to businesses and ensuring effective day-to-day service operations. You will work closely with Assistant Programme Managers to support and develop their teams, helping them deliver consistently excellent advice and customer service.

You will also play a central role in improving service operations, identifying opportunities to enhance performance, streamline processes, and strengthen the customer journey. The service is achieving strong outcomes for businesses across Scotland, and there is an opportunity to build on this success by adapting service delivery, improving customer experience, and ensuring responsiveness and relevance.

This role encompasses more than just operational delivery; you will help shape a positive, learning-focused culture, embed continuous improvement, and support behavioural change both within the team and in how we assist businesses in acting on energy-saving opportunities.

The team: Business Energy Scotland supports small and medium-sized businesses across Scotland to reduce energy use, lower costs, and cut carbon emissions. We provide practical advice, technical support, and access to funding to help businesses take action. Our team combines skills across advice, technical delivery, and customer engagement, working collaboratively to deliver a high-quality service that makes a real difference.

What you will do:

• Provide day-to-day leadership for Advice and Technical teams, supporting Assistant Programme Managers to coach and develop their people.
• Lead on service performance, quality, and operational efficiency, ensuring a strong customer experience.
• Oversee resource planning and performance management, aligning capacity with demand.
• Manage operational risks and support continuous improvement across processes and delivery.
• Work with colleagues to design and implement improvements to the service and customer journey.

What you will bring:

• Proven leadership experience of multi-skilled teams, including supporting and developing managers or supervisors to effectively coach others.
• Strong technical knowledge of energy efficiency, low carbon heat, and renewable technologies, with the confidence to guide teams and ensure high-quality, accurate advice.
• Experience leading operational delivery at scale, including performance management, KPI tracking, and maintaining consistent service quality.
• Excellent analytical and problem-solving skills, with experience using service design or continuous improvement approaches to identify, prioritise, and deliver the highest-impact changes.
• Ability to lead behavioural and culture change, creating a positive, inclusive, and learning-focused environment that empowers teams, supports innovation, and drives ongoing improvement.

Benefits: We offer generous holiday (25 days + bank holidays + extra Christmas leave), true flexibility in how and where you work, strong pension & life assurance, enhanced family leave, green travel perks (EV scheme, cycle to work), professional development support, and a yearly wellbeing allowance.

Reasonable adjustments: We want to ensure that our recruitment process is inclusive and accessible for everyone. If you think you may need additional support or reasonable adjustments made to any part of the recruitment process, please get in touch with recruitment@est.org.uk or call reception on +44 (0)20 7222 0101. We will do our very best to support you.

Diversity and inclusion: Energy Saving Trust is committed to creating a diverse, inclusive, and equitable workplace where everyone can be themselves, with support to be their best. We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust. We are a Disability Confident Committed employer and we ringfence a minimum number of interview slots for candidates who apply via the Disability Confident scheme and meet the criteria for a role.

Employment conditions: Please note that we are unable to provide visa sponsorship for this post. To apply for this post, you must be able to demonstrate your eligibility to work in the UK.