Service Delivery Manager – Remote, Analytical, Change, Policy, Roadmap, Customer, BPSS




Change & Digital Transformation







Contract Type:


Closing Date:


Our clients are looking for a Service Delivery Manager with experience of operating in a highly performance managed environment, who have a proven track record of delivering high profile tasks within short timeframes. Experience of navigating complex policy in cross government roles is also desirable. Candidates will have a mixture of policy, operational and customer service experience and the ability to lead their teams to turn complex problems to deliverable solutions. Candidates will be responsible for leading both build and run phases of this operation. You will play an essential role in stakeholder and customer relations. Owing to the ever-changing environment and possible changes with the virus, individuals may be required to work unsocial hours and be on-call during out of hours.

What You’ll Do

  • Support the leadership within the Testing Operations Directorate to delivery high quality performance of private providers in both the domestic and international market in support of private sector testing
  • Day to day operational running of service for ensuring the accreditation and performance of private providers;
  • Driving performance of service for public (data driven & engagement driven) in a highly ambiguous and complex environment;
  • Creating a holistic view and requirements for process development and continuous improvement/ change integration activities. Working across the business in order to design, scale and implement operations;
  • Lead internal and external discussions and negotiations for their service area on behalf of the department to enable the best outcome for the general public;
  • Act as the principal lead for their service, managing a diverse team of civil servants, consultants, and contractors to deliver the roadmap outcomes; Extremely high profile stakeholder relationship: Supplier Management, UKHSA leadership, Programmes (e.g. MQS), Private Providers, Strategy & Policy, Legal, PHCO, UKAS;
  • Be an effective problem solver, resolving highly complex and difficult problems in day-to-day issues whilst understanding the long-term impacts;
  • Apply creative thinking solutions to decide the most appropriate course of action in highly complex situations;
  • Provide oversight and drive the leadership to deliver the priority deliverables within their service, including monitoring provider performance;
  • Act as an enabler for the Service Owner by building and maintaining strong independent relationships with relevant policy teams, other government departments and delivery colleagues;
  • Provide advice and guidance for policymakers, senior officials and ministers on their service area, including on the capacity and capability of providers.

We are looking for candidates with skills in:

  • Exceptional senior stakeholder management and building relationships – including with external bodies and businesses;
  • Complex decision making and problem solving, including analytical ability;
  • Major policy/programme development and delivery experience;
  • Managerial experience – including the ability to lead resiliently in a fast-paced, ambiguous environment;
  • Operationally-minded and open to challenge and driving efficiencies where required; Leading continuous improvement of processes and the service, including overseeing delivery of all taskings for their service area;
  • Leadership roles and contribute within wider leadership team discussions;
  • Effectively prioritise conflicting deadlines;
  • Customer service experience (may be in a retail, banking or other customer orientated private sector environment);
  • Service or operational process design experience desirable


  • Contact centre background
  • Highly performance focussed
  • Retail management
  • Physical operation instead of digital
  • Public sector would be ideal as very policy driven
  • Not IT PM/IT implementation
  • Head of Operations within a customer service or logistics focused environment
  • They will need to run the whole operation, not coming in to implement. they are coming in to run and improve the process.
  • Change management background would be ideal

Interviews will be held next week, please apply immediately or call Bangura Solutions to discuss this contract role further.