Service Delivery Director

2 days ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Wales Medicines Strategy Group Full time

Key Role in Service Delivery

To create real improvements in quality and productivity within our Pensions, we are seeking a talented individual to play a key role in managing operational teams and introducing change.

What We Offer:

• 27 days leave (increasing with length of service) plus 8 bank holidays

• Flexible working (we are happy to discuss options such as compressed hours)

• Flexi time

• Hybrid working model (we are currently working largely remotely)

• Active wellbeing and inclusion networks

• NHS Car lease scheme

• Access to a wide range of benefits and high street discounts

Main Duties of the Job

Working as part of a diverse team, our Service Delivery Managers will be responsible for ensuring we meet all operational and service objectives, and that they are delivered on time and within budget.

Working with colleagues at all levels across Retirement Services and wider Workforce Services to ensure that all operational and service objectives are delivered on time and meet the customers' expectations. Accountable for making sure KPIs are achieved, and high-quality services delivered to customers.

Provide clear leadership to direct reports, being able to act as a change catalyst by demonstrating flexibility and agility, influencing others to think and work collaboratively, ensuring any change is introduced at pace in a positive manner, playing a key role in creating sustainable improvements in cost, performance efficiency and service delivery.

Detailed Job Description and Main Responsibilities

The work of the teams is complex, sensitive and fast-paced and Service Delivery Managers will be responsible for delivering a high-profile, evolving service that continuously adapts to fit our strategic and operational goals.

In this role, you are accountable for:

  1. Managing the performance of Team Managers to deliver a variety of Pensions Administration tasks and services.
  2. Overseeing Team Managers' personal development and procedural training, providing coaching and guidance on management issues while ensuring line managers remain empowered.
  3. Creating and managing the delivery of operational objectives through effective performance management of individuals at all levels.
  4. Creating an environment where all individuals contribute to results by seeing continuous improvement as part of their role.
  5. Day-to-day responsibility for achieving all KPIs and statutory targets, resolving issues to remove delays within our control.
  6. Working closely with the Forecasting / Planning and MI team to ensure a good understanding of delivering short and long-term plans.
  7. Ensuring the teams operate fully within the NHS Pensions Quality framework.
  8. Demonstrating and promoting collaborative working within a matrix management framework.
  9. Working with various key stakeholders to manage expectations for delivery of change programmes.
  10. Being a catalyst for change and innovation, planning and implementing successful transition programmes.
  11. Taking an active role in project and programme boards to ensure achievement of key project milestones.
  12. Contributing to transformational change programmes, improving customer experience and taxpayer value.
  13. Taking ownership for resolving difficult and contentious issues with customers and stakeholders.
  14. Demonstrating and promoting best practice in public service ethical standards.
  15. Supporting delegated budget management as required.

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