Service Delivery Manager

Where: Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK

Hours: 40 hrs per week, Monday-Friday 9am-5pm with on-call (additional £200 per month)

What is in it for you?

• A competitive salary
• A friendly and supportive team
• Training, career development & progression
• A great selection of benefits incl. Access to on-line GP services, death in service, share options and discounts for shopping, cinema, holidays, etc.
• Free on-site parking

About the role

We are a 24/7 Alarm Receiving Centre (ARC), providing remote assistance and support to multiple retail clients throughout the UK, responding to staff and building alarms, monitoring CCTV and engaging with emergency services when required.

As the Service Delivery Manager, you must lead a team of Team Managers and Operators, and deliver against our client SLAs, while ensuring compliance with BS5979.

You must drive performance levels with effective communication, continually focus on improvement opportunities within the operation and monitor team and individual productivity.

Job Objectives & Responsibilities

• Conduct monthly operational performance reviews, analysing KPIs, SLA achievement, alarm volumes, response times, staffing utilisation, absence trends, and customer service metrics, presenting findings and improvement plans to senior management.
• Lead the investigation, analysis and reduction of false alarms across all client accounts, identifying root causes and implementing corrective actions to improve service efficiency and reduce unnecessary emergency service deployments.
• Produce and present monthly and quarterly business reports for clients and internal stakeholders, highlighting performance trends, risks, achievements and opportunities for continual improvement.
• Drive a culture of continuous improvement by analysing operational data, identifying trends and implementing initiatives to improve productivity, service quality and customer satisfaction.
• Lead customer service review meetings, ensuring actions are tracked, completed and aligned with contractual expectations.
• Support new business mobilisations, client onboarding activities and the development of operational procedures, ensuring a seamless transition into service.
• Manage performance against financial and operational targets, ensuring effective resource planning and budget awareness.
• Ensure all incidents, service failures, complaints and escalations are investigated, documented and reviewed, with lessons learned shared throughout the operation.
• Monitor staff welfare, engagement, wellbeing and retention, fostering a positive and inclusive working environment.
• Develop succession plans and talent development programmes to ensure operational resilience and career progression opportunities for colleagues.
• Maintain business continuity and contingency plans, ensuring operational readiness for major incidents and emergency situations.
• Collaborate with compliance, quality and audit functions to ensure all regulatory and contractual obligations are met.
• Oversee customer complaint management, ensuring prompt resolution and implementation of preventative measures.
• Utilise reporting tools and management information systems to provide meaningful operational insight and support strategic decision making.
• Build strong client relationships, understanding business requirements and acting as the primary escalation point for operational matters.
• Drive innovation and adoption of technology to improve operational effectiveness, reporting capability and customer experience.

Essential Skills & Experience

• Proven and demonstratable leadership experience managing managers and operational teams within a fast-paced environment for at least 2 years.

• Highly experienced in customer engagement, collaboration and partnership for at least 2 years.

• Strong stakeholder management skills with the ability to engage confidently with clients, senior leaders and external agencies.
• Advanced analytical skills with experience interpreting operational performance data and producing management reports.
• Experience using KPIs, SLAs and trend analysis to drive operational improvements.
• Excellent people management skills, including coaching, mentoring, performance management and succession planning.
• Strong problem-solving and decision-making capability under pressure.
• Demonstrable experience investigating incidents, complaints and service delivery issues.
• Excellent communication, presentation and report-writing skills.
• Strong organisational skills with the ability to prioritise multiple workstreams effectively.
• Experience leading change and continuous improvement initiatives.
• Proficient in Microsoft Office applications, particularly Excel, Power BI, Word and PowerPoint.
• Ability to build and maintain effective customer relationships.
• Experience managing absence, disciplinaries, grievances and employee relations matters.
• Understanding of workforce planning, rota management and resource forecasting.
• Experience delivering customer-focused services within a regulated environment.

Desirable

• Previous ARC, SOC, Control Room, Monitoring Centre or Contact Centre management experience.
• Working knowledge of BS5979, BS7858 and relevant security industry standards.
• Experience of remote CCTV monitoring operations.
• Experience of alarm monitoring, incident management and emergency service liaison.
• Knowledge of Security Industry Authority (SIA) licensing requirements.
• Experience managing false alarm reduction programmes and customer performance improvement plans.
• Experience supporting operational mobilisation and transformation projects.
• Knowledge of Power BI reporting and operational dashboard development.

• Demonstration of continuous personal and professional development with examples.

Essential:

• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.