Service Delivery Manager

Overview

In this role, you will lead the ARC operations team to meet client SLAs and BS5979 compliance, driving performance and continuous improvement across multiple client accounts. You will collaborate with cross-functional stakeholders to reduce false alarms, optimise staffing, and deliver reliable, high-quality service. The position offers exposure to governance, reporting, and incident management in a fast-paced security operations environment. This is a chance to shape operational resilience and customer satisfaction within a 24/7 service setting.

Pay / Benefits

• competitive salary
• training and career development
• on-line GP services
• death in service
• share options
• discounts for shopping, cinema, holidays etc.

Responsibilities

• Lead and manage Team Managers and Operators to meet client SLAs and compliance (BS5979)
• Analyse KPIs, alarm volumes, response times, staffing utilisation, and customer metrics; present findings and improvement plans
• Investigate and reduce false alarms; implement corrective actions
• Produce monthly/quarterly business reports for clients and internal stakeholders
• Drive continuous improvement through data analysis and productivity initiatives
• Lead customer service review meetings and track actions to contractual expectations
• Support new business mobilisations and onboarding; develop operational procedures
• Manage performance against financial/operational targets; budget awareness and resource planning
• Ensure incidents, complaints, and escalations are investigated and lessons documented
• Foster staff welfare, engagement, retention, and succession planning
• Maintain business continuity and contingency plans for major incidents
• Collaborate with compliance, quality, and audit to meet regulatory obligations
• Oversee customer complaint management and preventative measures
• Utilise MIs and reporting tools to inform strategic decisions
• Build strong client relationships and act as escalation point for operational matters
• Drive technology adoption to improve efficiency and customer experience

Key requirements

• Leadership experience managing managers and operational teams (min 2 years)
• Strong customer engagement and stakeholder management skills
• Advanced analytical ability with interpretation of performance data
• Experience using KPIs, SLAs and trend analysis for improvements
• People management, coaching, performance management, and succession planning
• Problem-solving and decision-making under pressure
• Experience investigating incidents and service delivery issues
• Excellent communication, presentation and report-writing skills
• Organisational ability to prioritise multiple workstreams
• Experience leading change and continuous improvement initiatives
• Proficiency in Microsoft Office, especially Excel, Power BI, Word, PowerPoint
• Ability to manage absence, disciplinaries, grievances, and employee relations
• Understanding of workforce planning, rota management and resource forecasting
• Experience delivering customer-focused services within a regulated environment
• Previous ARC/SOC/Control Room/Monitoring Centre or Contact Centre management (Desirable)

• communication
• collaboration
• stakeholder management
• Power BI
• Excel
• Word

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