At a Glance
- Tasks: Lead service delivery excellence and manage key performance indicators for customer satisfaction.
- Company: Dynamic organisation focused on innovative service management and continuous improvement.
- Benefits: Competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Inclusive workplace welcoming diverse backgrounds and offering support throughout the recruitment process.
- Why this job: Make a real impact by driving service improvements and enhancing customer experiences.
- Qualifications: Experience in service management and strong leadership skills required.
Rate: £450 inside IR35
Location: London – 3 days onsite, 2 days WFH
Duration: 6 months
Accountabilities
- Drives account‑centricity, ensuring excellence in service management around scope, time, cost, quality, change, communication, risk and crisis management, and integration.
- Manages the delivery of service level agreements (SLAs) and provides results on time with high quality and within budget.
- Manages the overall Service Delivery programme scope and maintains its continuous alignment with strategic business objectives, setting programme plans and making recommendations to modify.
- Manages service review management, planning, preparing, reporting, and uses customer feedback to ensure customer needs continue to be understood, sharing outputs with all key stakeholders to enable current and future needs.
- Manages reporting of performance against internal KPIs and SLAs and identifies service risks and mitigating actions with the support from key stakeholders.
- Ensures service improvement plans are in place to drive continual service improvement to enhance services and support, driving customer excellence.
- Ensures all customers needs are met through service delivery from contract through to successful transition of services, from delivery to support.
- Manages periodic status and risk discussions with programme partners, evaluating and discussing programme results and lessons learned throughout the programme lifecycle.
- Manages the implementation of agile practices, continuous improvement and delivery, lean tools and techniques, using advanced technical knowledge.
- Manages a team to standards and programme management methodology, including compliance with relevant regulations.
- Builds credibility in relationships with partners at multiple levels, including those external to the organisation.
- Champions, continuously develops and shares with team knowledge on emerging trends and changes in service delivery.
- Coaches talent, and manages others, to develop capabilities and ensure performance through upskilling, development and recruitment.
- Implements ways to improve working processes within the area of service delivery.
We welcome applications from all individuals, regardless of background or identity. We encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
Please note: If a high volume of applications is received, only candidates shortlisted will be contacted.
Workforce Delivery Manager employer: Onyx-Conseil
As a Workforce Delivery Manager in London, you will thrive in a dynamic work culture that prioritises excellence and continuous improvement. Our commitment to employee growth is evident through tailored coaching and development opportunities, ensuring you can enhance your skills while contributing to impactful service delivery. With a flexible working arrangement of three days onsite and two days from home, we foster a balanced work-life environment that values diversity and inclusivity, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can get you in the door.
✨Tip Number 2
Prepare for those interviews by researching the company and role thoroughly. We want you to be able to speak confidently about how your skills align with their needs, especially around service delivery and customer excellence.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We suggest focusing on common questions related to managing SLAs and service improvement plans to really nail it.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. We believe it shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Workforce Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Workforce Delivery Manager. Highlight your experience in service management, SLAs, and customer feedback. We want to see how you’ve driven excellence in your previous roles!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've managed service delivery and improved processes in the past. We love a good story!
Showcase Your Skills:Don’t forget to highlight your skills in agile practices and team management. We’re looking for someone who can lead and inspire a team while ensuring top-notch service delivery. Make those skills pop in your application!
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s super easy and ensures your application goes straight to us. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Onyx-Conseil
✨Know Your SLAs Inside Out
Make sure you understand the service level agreements (SLAs) relevant to the role. Be prepared to discuss how you've managed SLAs in the past and how you ensure they are met. This shows that you can drive account-centricity and deliver results on time.
✨Showcase Your Agile Experience
Since the role involves implementing agile practices, come ready with examples of how you've successfully used agile methodologies in previous projects. Highlight specific tools or techniques you've employed to improve service delivery and team performance.
✨Prepare for Customer Feedback Discussions
Think about how you've used customer feedback to enhance services in your previous roles. Be ready to share specific instances where you've gathered insights and made changes based on customer needs, demonstrating your commitment to customer excellence.
✨Demonstrate Leadership and Coaching Skills
As a Workforce Delivery Manager, you'll be managing a team. Prepare to discuss your leadership style and how you've coached team members to develop their skills. Share examples of how you've built credibility and relationships with stakeholders at various levels.
