Service delivery manager Work, Jobs in Craigavon, Arm (with Salaries)

Service Delivery Manager
Mitie —Craigavon
- Monday to Friday
- Microsoft Powerpoint
- Analysis skills
- Continuous improvement
- Free parking
- Employee discount
4d
Supervisor 24 hours - Craigavon
Søstrene Grenes Import A/S —Craigavon
- Conflict management
- POS
- Organisational skills
Service Delivery Lead - Northern Ireland - Our Future Health Programme
Xyla Services —Craigavon
- £31 an hour
- Part-time
- Customer service
- BLS Certification
- Continuous improvement
Quick apply
Sales Colleague
Currys —Craigavon
- £12.71 - £13.01 an hour
- Part-time
- Retail sales
- Annual leave
- Employee discount
Service Delivery Manager
CGI —Belfast
- Full-time
- Continuous improvement
- Travel
- Budgeting
Quick apply
Trading Team Manager NI
B&Q —Newry
- £30,000 - £33,000 a year
- Part-time
- Customer service
- Team management
- Annual leave
- Employee assistance programme
Postperson with Driving
Royal Mail Group —Craigavon
- £13.68 an hour
- Overtime
- Customer service
4d
Catering Manager
Education Authority —Craigavon
- £16.53 - £17.37 an hour
- Monday to Friday
- Microsoft Outlook
- Sales
- Recruiting
9d
Catering Assistant
Education Authority —Craigavon
- £13.63 - £14.29 an hour
- Part-time
- Organisational skills
- Communication skills
- School
11d
Transport & Logistics Manager
Envirogreen Polymers —Newry
- £40,000 - £47,500 a year
- Full-time
- Continuous improvement
- Organisational skills
- Leadership
- Free parking
- Annual leave
Quick apply
Team Member (Delivery)
NEXT —Craigavon
- £8.28 - £12.71 an hour
- Part-time
- Customer service
- Employee discount
11d
Delivery Support Manager
Thompson Aero Seating —Craigavon
- Full-time
- Continuous improvement
- Team management
- Leadership
- Annual leave
- Referral programme
Quick apply
2d
Security Service Delivery Manager
BidvestNoonan —Belfast
- Full-time
- Continuous improvement
- Team management
- Travel
Quick apply
Project Analyst - PMO
Almac Group —Craigavon
- Full-time
- Continuous improvement
- Agile
- Budgeting
Final Mile Territory Manager FTC
Evri —Belfast
- £32,000 - £35,000 a year
- Full-time
- Remote
- Analysis skills
- Continuous improvement
- Organisational skills
Security Control Centre Operator
Mitie —Craigavon
- £13.45 an hour
- Weekend availability
- Communication skills
Quality Inspector
Thompson Aero Seating —Portadown
- Microsoft Word
- Schematics
- Writing skills
Quick apply
Programme Manager
Thompson Aero Seating —Banbridge
- Full-time
- Engineering
- Microsoft Office
- Presentation skills
- Annual leave
- Referral programme
Quick apply
Customer Service Sales Advisor
Kingspan Water and Energy —Craigavon
- £27,494 a year
- Full-time
- Hybrid work
- Computer literacy
- Business development
- Computer skills
- Employee discount
- Referral programme
Quick apply
14h
Business Operations Manager
Recursos Positivos Business and Professional Services —Lisburn
- £4,000 - £4,700 a month
- Full-time
- English
- Analysis skills
- Continuous improvement
- Free parking
- Sick pay
Quick apply
5d

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Service Delivery Manager

Mitie -
Craigavon

Apply Now

Job details

Permanent
4 days ago

Benefits

Free parking
Employee discount
On-site parking

Qualifications

Microsoft Powerpoint
Succession planning
Power BI
Dashboard visualisation
Report generation
Client engagement
Stakeholder liaison
CCTV
Employee relations
Incident reporting preparation
Microsoft Office Suite
Complaint handling
Performance management
Power BI data visualisation
Analysis skills
Continuous improvement
Continuous improvement cycles oversight
Team management
CCTV monitoring
Organisational skills
Relationship management
SIA
Change leadership
Management reporting
Professional development mentoring
Root cause analysis
Leadership
Communication skills
Rota coordination

Full job description

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 leadership experience managing managers and operational teams within a fast-paced environment.
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.

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.

Apply Now

Refine Your Search

service delivery manager jobs in craigavon, arm

Service Delivery Manager

Supervisor 24 hours - Craigavon

Service Delivery Lead - Northern Ireland - Our Future Health Programme

Sales Colleague

Service Delivery Manager

Trading Team Manager NI

Postperson with Driving

Catering Manager

Catering Assistant

Transport & Logistics Manager

Team Member (Delivery)

Delivery Support Manager

Security Service Delivery Manager

Project Analyst - PMO

Final Mile Territory Manager FTC

Security Control Centre Operator

Quality Inspector

Programme Manager

Customer Service Sales Advisor

Business Operations Manager

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