Service Delivery Manager, Customer Services

2 weeks ago

Epsom, Surrey, United Kingdom Toyota Financial Services, KINTO and KINTO JOIN Full time
Job Summary

We are seeking a highly skilled Service Delivery Manager, Customer Services to join our team at Toyota Financial Services, KINTO and KINTO JOIN. As a key member of our Customer Services leadership team, you will be responsible for managing the relationships and services provided by all third-party suppliers and out-source partners.

Key Responsibilities
  • Manage day-to-day operations of supplier services, engaging internal and external stakeholders to ensure seamless delivery.
  • Utilize Management Information (MI) and reporting to monitor supplier performance, identifying areas for improvement and implementing corrective actions.
  • Build and maintain strong relationships with service providers, fostering a customer-centric ethos and driving business outcomes.
  • Collaborate with internal procurement and legal teams to review, maintain, and negotiate contracts and commercial agreements.
  • Identify trends, analyze findings, and share feedback on contract performance to optimize supplier relationships.
  • Develop and maintain a vendor management framework, ensuring strong governance and controls, including invoice management.
Requirements
  • Minimum 2 years of experience in managing supplier performance in a large, regulated environment.
  • Deep understanding of Procurement and Supplier Management Policy and Framework.
  • Ability to balance priorities in a fast-paced environment, meeting tight deadlines and delivering results.
  • Knowledge of FCA regulations relating to outsourcing and supplier activity.
  • Awareness of Risk, Conduct, and Compliance management.
What We Offer
  • Hybrid working pattern with 2 days in the office and 3 days from a location of your choice.
  • Access to attractive car schemes for you and your family.
  • Excellent pension scheme with up to 6% employee contribution and 15% employer contribution.
  • Generous annual leave of 25 days, increasing with service, and holiday purchase option.
  • Private Medical Healthcare and Digital GP Service.
  • Group Income Protection cover with Aviva, including physical, mental, and financial wellbeing services.
  • Employee Assistance Program and Eye tests.
  • Onsite gym, Sports and Social Club, and flu jabs.
  • Wellbeing hour each month and various initiatives throughout the year.
  • Dress for your day policy and Eco HQ.
  • Two volunteering days per year and Reward Gateway voucher discounts.
  • Flexible working scheme and regular 121s with your manager.
  • Personal Development Review (PReview) each quarter and a wide range of learning and development opportunities.
  • £250 contribution towards learning something new outside of work.

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