Service Delivery Manager in Cambridge

• Service Delivery Manager
• 40 hours per week Mon-Fri
• Based at: Cambridge & Peterborough Service Centre (PE29)

Job purpose

The Business Support Manager is responsible for overseeing business support functions across the contracts based at their dept, ensuring effective coordination of activity, reporting, and stakeholder engagement.

The role supports operational delivery through capacity planning, performance monitoring, audit activity, and customer service oversight, while acting as the primary point of contact for the Commissioning Authority concerns or issues.

The postholder will work as part of the Senior Management Team at Cambridge & Peterborough Service Centre.

Key Responsibilities

• Line Management
• Provide direct line management to the Customer Service Team.
• Set objectives, monitor performance, and support development of direct reports.
• Ensure team structure and resource aligns with service requirements.
• Capacity and Activity Management
• Manage booking coordination for all activity for Field Service Engineer (FSE) rounds.
• Ensure capacity is effectively utilised and aligned with demand.
• Identify capacity risks and escalate where required.
• Stakeholder Management
• Act as the first point of contact for the Commissioning Authority.
• Maintain effective relationships with commissioners and stakeholders.
• Support responses to commissioner queries.
• Reporting and Performance Monitoring
• Coordinate monthly, quarterly, and annual reports.
• Collate and validate data.
• Monitor KPIs and escalate concerns.
• Manage people performance including absence, training, and engagement.
• Audit, Compliance and Customer Service Quality
• Conduct customer service audits and call listening.
• Identify improvement areas and ensure compliance.
• Management Team Responsibilities
• Contribute to management team planning and development.
• Provide insight for decision-making.
• Lead and support recruitment across the service
• Promote compliance and continuous improvement.

Experience

• Management or supervisory experience
• Performance monitoring and reporting
• Contract or service delivery environment
• Audit processes
• Attributes
• Detail-oriented
• Ability to prioritise
• Team collaboration
• Proactive problem-solving

Skills and Knowledge

• Organisation and coordination
• Data analysis
• Capacity planning understanding
• Communication and stakeholder engagement

Service user/other agency/public engagement and involvement

Ross Care is committed to promoting and embedding equality, diversity and inclusiveness and expects that the post holder will actively promote and engage this commitment in all that they do.

The post holder should ensure that in all their behaviours, attitudes and working they recognise and take account of the health needs and rights of all sections of the community including ethnicity, disability, gender, age, sexual orientation and religion/belief.

The post holder will be expected to engage the service users, other agencies and the public where relevant and adhere to the Company’s policies and procedures governing zero tolerance to discrimination, harassment, bullying, stereotyping and prejudicial treatment.

This job description shall not limit your role, you will also be expected to carry out any other duties that you manager feels are within your capabilities and skill set.

The above may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.

INDLS

Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy.

You may be contacted directly by the employer should they wish to progress your application.

Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.