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- Tasks: Lead and innovate in emergency call handling and public service delivery.
- Company: Join Hampshire & Isle of Wight Constabulary, dedicated to community safety and support.
- Benefits: Enjoy generous leave, discounts, gym access, and career progression opportunities.
- Why this job: Make a real impact in public service while developing your leadership skills.
- Qualifications: QCF Level 7 or equivalent experience; strong leadership and analytical skills required.
- Other info: Flexible working options available; inclusive employer promoting diversity.
The predicted salary is between 43200 - 72000 £ per year.
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Senior Delivery Manager – Contact Management – HC621918, Southampton
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Client:
Shared Services Partnership
Location:
Southampton, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
ef833334119a
Job Views:
6
Posted:
12.08.2025
Expiry Date:
26.09.2025
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Job Description:
Job Title: Senior Delivery Manager – Contact Management – HC621918
Location: Netley, with extensive travel required across Thames Valley Police and Hampshire & IOW Constabulary. Some hybrid working may be available, but will be reviewed on a case-by-case basis.
Contract: Permanent
Closing Date: Sunday 17th August 2025 at 23:59
Are you a strategic leader with a passion for public service and operational excellence? We are seeking a dynamic and experienced Senior Delivery Manager to join our Contact Management senior leadership team, working collaboratively across Thames Valley Police (TVP) and Hampshire & IOW Constabulary (HIOWC).
About the Role
This is a pivotal role which will lead the business support services function, with responsibility for performance, resourcing, training, and development. The successful candidate will drive continuous improvement and innovation, ensuring our teams are equipped to deliver a high-quality service that reflects the shared values of; being there when the public need us, being polite, professional, and caring, ensuring the right response, and supporting one another.
Key accountabilities include, but are not limited to;
- Ensuring the provision of effective emergency call handling and deployment, non-emergency first contact, and front office public counter services across both forces;
- Managing performance effectively;
- Overseeing performance frameworks, workforce planning, and development initiatives to build resilient and responsive teams;
- Leading project and change work;
- Developing and implementing strategies for continuous service delivery improvements; and
- Ensuring the department is efficient in managing its’ budget.
The full role profile can be viewed here.
What skills are we looking for in our successful candidate?
Educated to QCF Level 7, or have relevant work experience deemed to be at a comparable level;
- Contact management centre leadership experience at a strategic level;
- Experience of leading significant change projects in a joint working/collaborative working environment;
- Numeracy skills and understanding of statistics/budgetary information, with the ability to think analytically;
- Problem solving skills with the ability to make difficult but informed decisions;
- Excellent communication and interpersonal skills, including the ability to negotiate;
- Experience of managing large teams and other senior staff members; and
- Proven knowledge and experience of contact centre technology.
The postholder must have the ability to travel across both forces where required. There is also a need for the postholder to be flexible and be prepared to work unsociable hours including weekends and late shifts as required.
Benefits of working for HIOWC
In addition to the competitive salary and highly reward career, our benefits include, but are not limited to:
- Generous annual leave allowance;
- Retail, food, and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
- Gym facilities at a number of our buildings; and
- Fantastic career progression including development and secondment opportunities.
How to apply
Please follow the online application link to apply. You will be required to enter personal details, complete our pre-screening questions, and provide examples of when you have displayed the below competencies. Your answers to these competencies will be used to shortlist applications and reading the below links will assist you in completing your application.
Candidate guidance to completing application form
We take ownership Level 3
We support and inspire Level 3
We are innovative and open minded Level 3
You should also be aware of the values ofCourage, Respect and Empathy, and Public Service.
If you are successful at shortlisting, you will be invited to attend an interview where any of the competencies listed on the role profile will also be assessed.
Contact details for an informal discussion
Please note that the email address you supply when submitting an application will be used for contact throughout the full lifecycle of that vacancy. You will not be able to amend your contact details. You should therefore ensure that you choose an appropriately accessible email address, being mindful that the process may take several months for some roles.
Hampshire and Isle of Wight Constabulary is an inclusive employer and strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.
Hampshire & Isle of Wight Constabulary is an equal opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work-life balance whilst meeting operational requirements of the constabulary. We actively encourage applications to be made on a full time, part time or flexible working basis.
The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under-represented groups. Our aim is to recruit talented people with a diverse range of skills and experience and welcome applications from all sections of the community. Our Positive Action team are available to provide support through the application and assessment process by contacting: (emailprotected)
The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.
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Senior Delivery Manager - Contact Management - HC621918 employer: Shared Services Partnership
Contact Detail:
Shared Services Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Delivery Manager - Contact Management - HC621918
✨Tip Number 1
Familiarise yourself with the specific values and competencies outlined in the job description. Understanding the importance of Courage, Respect, Empathy, and Public Service will help you align your experiences with what they are looking for.
✨Tip Number 2
Network with current or former employees of Thames Valley Police and Hampshire & IOW Constabulary. Engaging with them can provide insights into the organisational culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare specific examples of your leadership experience in contact management centres. Highlight any significant change projects you've led, as this role requires a strong background in managing large teams and driving operational excellence.
✨Tip Number 4
Be ready to discuss your analytical skills and how you've used data to inform decision-making in previous roles. This position requires a solid understanding of statistics and budget management, so showcasing your numeracy skills will be crucial.
We think you need these skills to ace Senior Delivery Manager - Contact Management - HC621918
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Senior Delivery Manager position. Make sure you understand the key responsibilities and required skills, as this will help you tailor your application effectively.
Highlight Relevant Experience: When writing your CV and cover letter, focus on your leadership experience in contact management centres and any significant change projects you've led. Use specific examples to demonstrate your achievements and how they align with the role's requirements.
Address Competencies: The application requires you to provide examples of competencies such as ownership, support, and innovation. Prepare clear, concise examples that showcase how you've displayed these competencies in your previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a senior management role.
How to prepare for a job interview at Shared Services Partnership
✨Understand the Role and Responsibilities
Make sure you thoroughly understand the key accountabilities of the Senior Delivery Manager position. Familiarise yourself with the specific responsibilities such as performance management, training, and continuous improvement strategies. This will help you articulate how your experience aligns with their needs.
✨Demonstrate Leadership Experience
Prepare to discuss your previous leadership roles, especially in contact management or similar environments. Highlight any significant change projects you've led and how you managed teams effectively. Use specific examples to showcase your strategic thinking and problem-solving skills.
✨Showcase Your Communication Skills
As this role requires excellent communication and interpersonal skills, be ready to demonstrate these during the interview. Practice articulating your thoughts clearly and confidently, and prepare to discuss how you've successfully negotiated or resolved conflicts in the past.
✨Align with Their Values
Familiarise yourself with the values of Courage, Respect, Empathy, and Public Service that the organisation upholds. Be prepared to provide examples of how you embody these values in your professional life, as this will resonate well with the interviewers and show your commitment to their mission.