Service Delivery Team Lead

This role involves key people management responsibilities, including guiding the resolution of incidents and service requests as a senior specialist.

It requires proactive monitoring of ticket queues and escalating issues to the Service Delivery Manager when necessary.

Client Details

My client operates in the public sector.

Description

Planning & Organising

• Direct, manage and monitor the operation of an efficient and effective service ensuring the work of the team supports service objectives and that necessary resources are secured.
• Lead major projects and reviews within a defined area of work to optimise and enhance service delivery.

Policy & Compliance

• Ensure legal, regulatory and policy compliance of relevant schemes/ initiatives.
• Contribute to and where appropriate lead the development of practical strategies, works programmes and service improvement in own area of specialism and monitor and control their implementation to manage and mitigate risks.

People and partnerships

• Directly or matrix manage a diverse group of staff to ensure the successful delivery of a service.
• Monitor and support the performance management and development of team members using a coaching approach, to support individual development and ensure that individual contributions are maximised.
• Work with managers, service representatives and partners to identify and apply cost effective means of delivering improvements to business processes and strategies.

Resources

• Review the operations of the teams to identify improvements in systems, processes, procedures and working methods, and propose changes to secure greater efficiency and compliance.
• Monitor, analyse and manage delegated budgets, funding and resources in accordance with organisational policies and procedures.

Profile

• Substantial practical or professional experience and understanding of a specialist area or supporting service teams and/or providing support to the public.
• Excellent understanding of subject matter, principles and practices relevant to technical area.
• Proven ability to apply project management principles and techniques to a wide range of complex projects or programmes.
• Extensive knowledge of principles, practices, and procedures relating to business planning and financial management
• Ability to collate, monitor and interpret a range of data.
• Proven ability to establish and maintain highly effective working relationships with a range of stakeholders.
• Comprehensive knowledge of computerised business systems
• Proven written and oral communication with the ability to influence and work in collaboration with others.
• Excellent management skills with proven experience motivating, coaching, mentoring and developing staff.
• Ability to understand, meet and exceed customer expectations.

Job Offer

• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 31 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependents leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days per year
• Learning and development hub where you can access a wealth of resources