Service Delivery Manager in Manchester

Marston Holdings is a leading provider of intelligent transportation, enforcement and compliance solutions, delivering services that support local authorities and communities across the UK.

We are looking for an experienced Service Delivery Manager to join our Local Government division.

This is an exciting opportunity for a customer-focused operational leader who is passionate about delivering high-quality public services, building strong client relationships and leading high-performing teams.

Expert knowledge of Blue Badge enforcement legislation and practice, with the ability to independently manage and advise on the full enforcement lifecycle from initial identification of misuse through investigation, evidence collection, case preparation, and legal action, ensuring compliance with all relevant statutory requirements.

The Role

As Service Delivery Manager, you will take ownership of the operational delivery of services, ensuring contractual obligations, service level agreements (SLAs), key performance indicators (KPIs) and financial targets are consistently achieved.

You will be the primary operational contact for clients, working closely with internal teams and stakeholders to maintain excellent service standards, drive continuous improvement and identify opportunities to enhance service delivery.

What You’ll Be Doing

• Lead and develop operational teams, creating an engaged and high-performing workforce.
• Deliver services in line with contractual requirements, SLAs and KPIs.
• Build and maintain strong operational relationships with clients, ensuring high levels of customer satisfaction.
• Monitor operational performance and implement improvements where required.
• Support contract growth by identifying opportunities for service enhancements and additional business.
• Manage operational budgets, cost control and financial performance, including EBITDAO targets.
• Produce accurate performance reporting and contractual data for clients.
• Ensure compliance with company policies, health and safety requirements, data protection and information security standards.
• Support operational mobilisation of new contracts and service improvements.
• Promote a culture of continuous improvement, accountability and excellent customer service.

What You’ll Bring

• Previous experience managing operational service delivery, ideally within Local Government or outsourced public services.
• Strong leadership skills with experience developing and motivating teams.
• Excellent client relationship management and stakeholder engagement skills.
• Commercial awareness with experience managing budgets and operational costs.
• The ability to analyse performance data and drive continuous improvement.
• Excellent communication, organisational and problem-solving skills.
• A proactive approach with the ability to manage multiple priorities in a fast-paced environment.

Why Join Marston Holdings?

At Marston Holdings, our people are at the heart of everything we do.

We offer a collaborative environment where innovation, continuous improvement and professional development are encouraged.

In return, we offer

• Competitive salary
• Company benefits package
• Opportunities for career progression
• Ongoing training and development
• A supportive and inclusive working environment

Please note that this role is subject to a satisfactory Disclosure and Barring Service (DBS) check.

If you're an experienced operational leader looking to make a real impact within a leading organisation, we'd love to hear from you.

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