Service Delivery Manager

Overview

In this senior role you lead the Core Customer Hub, including a large high‑volume contact centre, to deliver customer‑focused services at scale. You provide strategic and operational direction, driving performance, transformation and workforce development in line with the Council’s Customer Experience Strategy. You work with senior partners to shape future service delivery, balancing quality with value for money. The role offers hybrid working and a chance to impact residents across Sheffield.

Pay / Benefits

• hybrid working
• flexible working opportunities
• generous holiday entitlement
• guaranteed interview scheme for eligible candidates

Responsibilities

• Provide strategic leadership to the Core Customer Hub, including high‑volume call centre operations, ensuring a strong customer experience and value for money
• Develop and support Team Managers, fostering a high‑performance, wellbeing‑aware culture
• Oversee performance frameworks, KPIs and SLAs across contact channels and back‑office operations
• Use data to manage demand, drive outcomes and implement service improvements
• Lead change initiatives in digital, telephony and process transformation
• Manage budgets, financial planning and forecasting for the service
• Deputise for the Head of Customer Operations when required

Key requirements

• Senior management experience in a large, complex organisation, ideally in call centre or high‑volume customer operations
• Strong understanding of multi‑channel contact, demand management and frontline service delivery
• Proven experience in leading and developing managers and diverse operational teams
• Strong performance management and data analysis using KPIs to drive improvement
• Track record of leading service change and continuous improvement in customer‑facing settings
• Understanding of how digital and telephony solutions can improve customer experience and efficiency
• Degree‑level education or substantial relevant experience

• confident, visible leader
• people development and coaching
• data‑driven decision making
• multi‑channel contact management
• KPIs and performance analytics
• digital and telephony solutions for customer service

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