Service Delivery Lead

3 weeks ago

Manchester, United Kingdom Care Quality Commission Full time

**Service Delivery Lead (FTC)**
Homebased - Flexible, United Kingdom
req1461
**Salary**: £37,694 (National Framework) or £42,863 (London Framework - if you are homebased and live within the boundary of the M25) - There is also an additional homeworking allowance of £529 per annum for those working from home
**Hours**: Full-time, 37 hours per week
**Contract**: 23 Month Fixed Term or Secondment Opportunity
**Location**: Homebased
**Closing date**: Monday 23rd January 2023 at 11.59pm
**About Us**
We’re the Care Quality Commission (CQC) and we work to improve health and adult social care in England.
Through the dedication of our expert team, we monitor health and social care services to provide England with a safe and compassionate care system, recognising when services perform well as well as encouraging improvements and taking action over poorer care,where necessary.
One of our main commitments is to become a truly inclusive organisation and to role model a diverse and representative culture. To do so, we work with a variety of networks, including the Disability Equality Network, Race Equality Network and LGBT+ EqualityNetwork.
Our specialist Technology Team is the driving force behind advancements to our digital infrastructure.
We’ve recently partnered with Microsoft and are implementing a state-of-the-art cloud-first strategy across our organisation, helping us to become a more intelligent regulator.
With your help, we can promote an efficient and effective delivery of care regulation, so the people of England receive the highest quality of health and social care services.
We’re now looking for a Service Delivery Lead to join our team on a 23 month fixed term contract, working 37 hours per week.
**The Benefits**:

- 27 days’ annual leave, rising with service to 32.5 days, plus 8 Bank Holidays
- NHS pension scheme, with around a 14% employer contribution
- Free employee assistance service 24 hours a day
- Discounts to supermarkets, high street stores, electronics and fleet cars
- Discounted gym vouchers
- Cycle to work scheme
- Internal reward scheme where you could win a voucher or two
- Equipment for homeworking
**Why this could be a great role for you.**
This is an unmissable opportunity for a high-calibre professional with a proven track record of successfully managing business and IT systems and an excellent leadership style to join our dedicated organisation.
We support all our employees to achieve their greatest professional lives through a variety of opportunities for training and development along with the aid of experienced managers and mentors.
We also understand the importance of achieving a work/life balance and that this will look different for everyone. Therefore, we offer a host of excellent benefits, whatever it is you need to thrive personally and professionally.
**What you will bring**
To be considered as the Service Delivery Lead, you will need:

- A proven track record of successfully managing a team in supporting business and IT systems, with a real focus on customer benefit
- Experience of ITIL and delivering within PRINCE2 and Agile frameworks
- Experience of working in a DevOps environment
- The ability to develop practical and creative solutions to complex IT service issues
- Highly effective incident, problem and change management skills
- Proven track record of delivery against KPIs
- An understanding of CQC, its regulatory policy and legislative responsibilities
- To be educated to degree level or equivalent experience of working within IT Service Management and or a customer-focused Service Support
**What you’ll be doing**
As our Service Delivery Lead, you will ensure our infrastructure services are effectively delivered on a day-to-day basis.
You will oversee relationships with our customers and external suppliers to ensure that we deliver excellent services to our customer base.
Additionally, you will:

- Promote a customer centric culture of service excellence and continuous improvement
- Line manage Operational Service Support Analysts and Technical Analysts
- Ensure the effective management of process changes
- Establish and maintain strong relationships with stakeholders
- Undertake impact assessments for incidents, problems and changes
- Act as a point of escalation for incidents and problem management
**Next steps**
Other organisations may call this role Service Delivery Manager, Team Leader, Programme Delivery Manager, or Service Transition Delivery Manager.

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