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Service Delivery Manager

United Kingdom·Birminghammid

OperationsService Delivery Manager

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Quick Summary

Overview

Description We’re looking for a driven and forward-thinking Service Delivery Manager to take ownership of how we deliver for our members - across every channel, every interaction, every time.

Technical Tools

OperationsService Delivery Manager

We’re looking for a driven and forward-thinking Service Delivery Manager to take ownership of how we deliver for our members - across every channel, every interaction, every time.

About the Role

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Responsibilities

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→Leading the delivery of member services across all channels, ensuring a seamless and consistent experience
→Owning service performance—driving delivery against KPIs, SLAs, and strategic objectives
→Acting as a senior escalation point for complex, high-risk, or high-profile issues and complaints
→Leading service transformation, digital improvements, and process optimisation initiatives
→Championing the voice of the member—using feedback and insight to shape service design
→Leading and developing the Member Services Team Leader and Technology Lead, building a strong and capable function
→Developing and delivering operational plans aligned to organisational priorities
→Managing budgets and resources to ensure efficient and sustainable service delivery
→Embedding a culture of accountability, collaboration, and continuous improvement
→Providing clear reporting, insights, and recommendations to senior leadership