In association with

Service Delivery Manager, Peterborough

What this job is relly like:
This job involves leading a team of Service Delivery Analysts to provide real time control of the delivery of service levels within the Customer Service operational teams.  You will work in partnership with operational leaders to manage adherence to the short term resource plans, balancing resource levels, skilling and offline activity to deliver excellent levels of service to our customers and deliver key business outcomes. You will be an advocate of resource planning techniques and champion operational best practice.  You will work closely with colleagues in the Service Optimisation team to ensure that effective root cause analysis is undertaken and where appropriate fed into the planning cycle. You will be a role model for your team using your technical and coaching skills to develop optimise the technical decision making and influencing aspects of their roles. You will have a passion for service delivery and an excellent understanding of planning tools, reporting systems, real time management information and operational priorities, and will leverage your technical skills to make effective decisions & recommendations. The metrics against which performance will be measured will include service delivery, utilisation, and adherence to schedule.  This job will report to Service Optimisation Leader and will have accountability across a number of business units across the UK business.

Jobholders are typically responsible for: This Job typically contibutes to the business in the following ways:
  • Lead and develop technically proficient team
  • Develop real time management best practice with Service Optimisation team and wider operations
  • Ensure that Real Time and Contingency governance is documented, in place and adhered to in line with wider business objectives.
  • Ensure clear Service step back plans in place, documented and adhered to for all business areas
  • Work with team to produce intraday reforecast of demand
  • Propose appropriate changes to service delivery plans in order to balance service and investment priorities in line with demand
  • Escalate when levels of offline activity jeopardise service levels.
  • Drive collaborative approach with colleagues in Service Optimisation team to ensure real time learnings are fed into planning process to improve quality of short & longer term plans
  • Build and maintain excellent working relationships with local operational leaders.
  • Lead team and promote a proactive approach to improving customer outcomes by using data to create operational insight and enhance service delivery.
  • Work closely with wider Resource Planning and operational teams to continuously improve service delivery
  • Keep leadership teams informed of emerging issues and planned mitigation activity


  • Positive impact on customer satisfaction and service levels within the business.

Operational Effectiveness/ Business Results:

  • Seen as a thoughtful and insightful contributor to the business
  • Operational efficiency gains
  • Improvements in utilization of resource
  • Adherence to Schedule by business area


  • Encourages and enables others to consistently perform at their best
  • Works positively as part of a team and supports others. Front line Employee & own teams Engagement results


Size & Scope: Jobholder Requirements
  • No budget responsibilities.
  • Five reporting levels between this role and the UK Executive.
Based in Service Centre Location
Regulatory Requirements:
  • Level Zero complaints handling
  • To comply with the relevant legislation and regulatory requirements
  • Compliance with Health & Safety Standards
  • Compliance with Data Security Standards


A good contributor in this role will typically be able to demonstrate:
Core Skills & Knowledge Functional Skills & Knowledge Track Record
  • Understanding RSA – Basic
  • Working Effectively – Intermediate
  • Building Effective Relationships –  Basic
  • Leading People - Intermediate
  • Planning – Intermediate
  • Understanding the Numbers – Intermediate.
  • Communicating Effectively – Intermediate.
  • Using Judgement - Intermediate
  • Capacity Planning – Intermediate
  • Operations Strategy – Basic
  • Experience of data analysis and general business awareness.
  • Experience of working with a WFM tool.
  • Experience of working within a contact centre environment
Possible next career steps include:
Progression through planning, or by extending expertise laterally within other analytical roles.


For more information or to apply please contact Graham Marquis by emailing or by phone 01733 354 248. You can also apply online by clicking here



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