Service Delivery Manager
Service Delivery Manager
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Job Description
Job title:
Service Delivery ManagerJob Description:
This critical role serves as the primary point of contact for managing client relationships and contractual delivery across the Fire Service College. The Service Delivery Manager ensures that all services are delivered to agreed standards monitors performance against KPIs and SLAs and actively seeks opportunities to grow and expand the Colleges offering.
Responsibilities
Act as the lead interface for all client accounts ensuring consistent and high-quality service delivery.
Manage contractual obligations and ensure compliance with agreed terms and conditions.
Build and maintain strong relationships with clients acting as a trusted advisor and escalation point.
Track and report on service performance against KPIs and SLAs.
Identify trends risks and opportunities for improvement and present actionable insights to the Head of Delivery.
Lead regular service reviews with clients and internal stakeholders.
Work closely with the Growth function to identify and pursue opportunities to expand services including new training packages co-location models and national exercising initiatives.
Support the development of proposals and business cases for new service lines.
Collaborate with internal teams to ensure readiness and capacity for growth.
Liaise with delivery and support teams planning and curriculum leads to ensure smooth execution of services.
Support the Head of Delivery in resource deployment and service optimisation.
Contribute to continuous improvement initiatives across systems processes and client experience seeking to drive world class training delivery
About You
Experience managing service delivery across multiple contracts and clients.
Strong understanding of performance frameworks including KPIs and SLAs.
Excellent communication and stakeholder engagement skills.
Proven ability to identify growth opportunities and support business development.
Experience in emergency services training or public sector environments.
Understanding of apprenticeship delivery and regulatory compliance.
About Fire Service College:
The Fire Service College is a leading organisation for fire prevention and protection and response providing assessed accredited and assured fire and multi-service training for emergency service professionals globally.
With over 40 years experience in delivering fire and rescue training internationally we specialise in equipping todays firefighters and other emergency responders with the best possible skills and training to learn the latest techniques and procedures. Our unique incident ground at one of the premier fire training venues in the world coupled with our expert instructors provides the opportunity for our learners to train and exercise in a realistic and challenging environment for a learning experience that is second to none.
Whats in it for you
A competitive basic salary
23 days holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension life assurance a cycle2work scheme 15 weeks fully paid maternity adoption and shared parental leave paternity pay of two weeksand plenty more
Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising to health & wellbeing travel and technology
Access to our Employee Network Groups which represent every strand of diversity and allow colleagues to connect and learn from each other on an open inclusive platform
Unlock Your Potential with Capita
At Capita your career can take you wherever your ambition leads. Youll become part of a diverse network of talented forward-thinking professionals working across a wide range of disciplines and sectors. Were committed to your growth offering endless opportunities to expand your skills explore new paths and advance your career.
Join us and discover a career with purpose. #CareersWithPurpose
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What we hope youll do next:
Choose Apply now to fill out our short application so that we can find out more about you.
Location:
Moreton In MarshUnited KingdomTime Type:
Full timeContract Type:
PermanentRequired Experience:
Manager
Employment Type
Full-Time
