Service Delivery Manager

After successfully winning a new 5-year contract, a large international development charity is looking for a Service Delivery Manager as part of a multi-role campaign. This newly-created role is an exciting opportunity to work for one of the UK's best-known charities and help make a real difference to people's lives, by providing strong leadership to front-line teams and overseeing empathetic service delivery to victims of modern slavery as part of the Government's new Modern Slavery Victim Care contract.

Main responsibilities include:

  • Providing strategic leadership and management of all front-line teams, ensuring that the service delivery is unified across internal and third-party provider teams
  • Establishing strong operational relationships with key front-line delivery partners that prioritise the needs of Service Users across all areas of operational activity
  • Taking responsibility for acquiring and maintaining up to date and full knowledge of all the front-line service obligations re. contractual and policy requirements, specifically relating to the Victim Care Contract
  • Developing and implementing robust systems and processes, being accountable for the performance of front-line teams and achievement of KPIs in relation to service efficiency, quality, and cost
  • Managing the integration and implementation of new services within the Victim Care Contract that are supported by front-line delivery teams

The successful candidate will:

  • Have significant experience at a similar level, supporting vulnerable service users, within a fast-paced environment
  • Be experienced working with third-party providers and leading on the delivery of a high quality and consistent service to all users
  • Have an empathetic, non-judgemental attitude and passion for working with vulnerable groups
  • Have up to date knowledge of the Modern Slavery National Referral Mechanism
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