Service Delivery Manager in Sheffield

Sheffield City Council is looking for an experienced and values‑driven Service Delivery Manager to lead our Core Customer Hub, a critical front‑line service supporting residents across the city. This is a senior leadership role with overall responsibility for the delivery of high‑quality, customer‑focused services at scale, including a large, high‑volume call centre / contact centre operation. You will provide strategic and operational leadership across multiple teams, ensuring services are responsive, efficient and aligned with the Council’s Customer Experience Strategy. Working closely with the Head of Customer Operations, senior leaders and partners across the organisation, you will shape the future of customer service delivery in Sheffield, leading performance improvement, service transformation and workforce development. This role operates on a hybrid working basis. This reflects the leadership presence needed to support teams, manage service delivery effectively and collaborate with stakeholders. The remaining time may be worked flexibly in line with council policy.

What you’ll be doing

• Provide strategic leadership and direction to the Core Customer Hub, including high‑volume call centre operations, ensuring excellent customer experience and value for money.
• Lead, support and develop Team Managers, creating a culture of high performance, wellbeing and continuous improvement.
• Oversee service performance, setting and managing KPIs, SLAs and performance frameworks across customer contact channels.
• Use data and insight to manage demand, improve outcomes and drive service improvement.
• Lead and deliver change initiatives, including digital, telephony and process transformation.
• Manage budgets, financial planning and forecasting across the service.
• Deputise for the Head of Customer Operations where required.

What we’re looking for

• We’re looking for a confident, visible leader with experience of managing complex, customer‑facing services in a fast‑paced environment.
• Senior management experience in a large, complex organisation, ideally within a call centre, contact centre or high‑volume customer operations environment.
• A strong understanding of multi‑channel customer contact, demand management and front‑line service delivery.
• Proven experience of leading and developing managers and diverse operational teams.
• Strong performance management and data analysis skills, including the use of KPIs to drive improvement.
• A track record of leading service change and continuous improvement in a customer‑facing setting.
• An understanding of how digital and telephony solutions can improve customer experience and operational efficiency.

You’ll be educated to degree level or have substantial relevant experience. We are investing in our workforce and are promoting opportunities to our under‑represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly. Under the Disability Confident Scheme, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview. Full‑time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share. If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade. Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026.