Service Delivery Manager

Service Delivery Manager required, with Criminal Justice System experience.

Red Snapper Managed Services require an Service Delivery Manager for our expanding Intervention Services.

Business Overview:
RSMS assists Central and Local Government, Regulatory Bodies and Criminal Justice Agencies by providing investigation, enforcement, offender intervention and community safety services. RSMS also provides online digital interventions for behaviour change, and facilitation services for these online interventions aimed at reducing re-offending. Our cost efficient solutions have been developed to manage the responsibilities and functions from our client’s workflow; either in-full or on a task-by-task basis, to provide a high quality outcome within an agreed timescale and cost. Our team continuously monitor the current and emerging business needs of our clients to ensure that our on-call capacity matches the requirements of each sector; this allows us to deploy our services at both speed and volume.

What we offer: 

• £38k per annum
• Remote work
• Private medical insurance – incl. optical, dental and auditory cover
• Gym membership
• Life insurance
• Income protection
• Flexible start time

Role Overview
The ideal candidate will have experience of working within the Criminal Justice System.

The Service Delivery Manager is responsible for the day to day contract operations of all specified RSMS contracts.  They will ensure the quality of all RSMS Intervention services are maintained to a high standard and take full responsibly for customer management, e.g. preparation of quarterly KPI reports, regular monthly management meetings, training rollout, feedback workshops, working with customers and experts to develop bespoke interventions.
 
The role will involve building solid, high-level relationships within strategic accounts in order to help define and promote the company’s sophisticated portfolio of products and services. This will include working with clients closely to ensure that their needs are being met, and any emerging needs are identified for the purposes of offering additional services. The Service Delivery Manager will likely work with clients such as HMPPS, Ministry of Justice, Office of Police and Crime Commissioners, the Home Office, third sector organisations and companies that operate within public sector outsourcing.
 
To liaise with and direct managed service delivery teams to ensure all managed service delivery staff within these accounts are happy and motivated in post; to ensure all management information is recorded, stored and disseminated on request.

Responsibilities:

Account/Project Management

• Providing timely response and exceptional levels of service to all enquiries
• Manage frontline staff of service(s), ensuring KPIs and targets are met.
• Ensure the successful delivery of contracts for clients.
• Ensure that all stakeholders are kept up-to speed with all relevant details so that all clients receive quality professional service across the business  
• Working in a 360 capacity (i.e., to take on operational delivery tasks) on a case-by-case basis when it is deemed to be commercially sensible to do so, i.e. for new or complex engagements
• Liaising with and keeping other Red Snapper departments informed of work impacting their business areas, as required 
• Support staff to undertake their roles and develop their knowledge of the product and how to complete tasks
• Work closely with the BD officer to develop relationships with customers following initial sales, or support with prospect customers (e.g. providing further service information. Specialist knowledge or presentations where required).
• Representing the business at industry events when required, and to represent the company and its products and services at all times in a professional and knowledgeable manner
• Maintain current market knowledge by networking/researching/reading reports etc.

Business Development 
 

• Working with the Ops Director to ensure all sales opportunities are fully captured and fully explored
• Undertaking thorough research to understand target client’s products, competition, industry, marketing goals and objectives, overall business requirements and ROI objectives, and to advise clients accordingly on the best mix of products and services required to meet these objectives. 
• Attending meetings with prospects and established client nominated staff as required 
• Supporting the team’s response to tenders, Requests for Proposals (RFPs) and other requests for information in a timely and organised manner

 Data Management

• Content management and creation  
• Updating digital platforms with new content supplied by third parties and/or self-generated.
• Recording, storing and disseminating all management information, as required  

 
Quality Assurance

• Take full ownership for a service quality matters for all customers
• Conduct service audits and prepare audit reports for the operations director
• Maintain service improvement and innovations logs for all customers
• Freely share knowledge, insight, best practice and ideas to junior sales staff in both an informal mentoring format and in a formal training format as instructed by the Operations Director
• Identifying, evaluating and sharing resources, tactics and techniques 
• Striving for excellence across all areas of work with prospects and clients alike

Key Skills and Competencies

• Customer service orientated
• Personnel Management
• Conducting of performance reviews and performance improvement interventions.
• Tenacity and drive to meet or exceed customer retention and BD targets
• Solid experience with CRM software and MS Office 
• Team working skills and a collaborative approach to work
• Able to multitask and prioritise workloads, self-motivated
• Project management and organisational skills
• Strategic thinking
• Able to analyse sales figures and write reports
• Maintains a flexible approach to work with the ability to adapt to a fast-paced, ever-changing environment
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization
• Experience in delivering successful customer-focused solutions 
• Proven ability to manage multiple projects at any time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
• Qualifications in Business Administration, Sales or relevant field
• Project Management certification
• Proven experience within sales, business development or relevant role
• Requirement to travel up to 25%

We are an equal opportunities employer and welcome applications from all members of the community. All applications will be considered on the basis of objective criteria, such as qualifications, experience and ability to do the job.