Overview:
To manage delivery of operational services by third parties, ensuring services are delivered consistently, efficiently, and in line with agreed service levels and contractual commitments.
To co-ordinate and monitor delivery of multiple small initiatives simultaneously on behalf of PRS for Music key stakeholders and the customer/supplier, whilst maintaining an excellence in customer service to both internal and external stakeholders.
Responsibilities:
Service Delivery & Operational Oversight
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To manage the day-to-day delivery of services provided by third parties, ensuring services meet agreed SLAs, KPIs, and quality standards.
- To monitor service performance, volumes, and outcomes, identifying risks, or emerging trends.
- To act as the first point of contact for operational service issues, coordinating investigation and resolution with the supplier.
- To ensure service interruptions, failures, or risks are logged, tracked and escalated appropriately.
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To support consistent service delivery by ensuring operational procedures and working practices are followed.
Supplier & Stakeholder Management
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To build and maintain effective working relationships with supplier contacts and internal stakeholders.
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To attend and support regular operational service review meetings, contributing performance data, issues, and actions.
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To support the management of supplier escalations, ensuring actions are clearly defined and followed through.
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To communicate service issues, changes, and improvements to relevant stakeholders.
Performance Monitoring & Reporting
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To maintain regular service performance reporting, including KPIs, SLAs, volumes and service issues.
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To track supplier performance against contractual commitments and agreed service standards.
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To maintain logs of issues, risks, actions, and improvement initiatives.
Continuous Improvements & Change Support
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To identify opportunities for service improvement, efficiency, or improved customer experience.
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To support the coordination and tracking of service improvement actions.
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To assist with the implementation of agreed service changes, ensuring clear communication with minimal disruption.
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To contribute ideas to improve ways of working, reporting, and service consistency.
General & Development Responsibilities
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To deputise for senior service delivery and contract management colleagues when required.
- To build knowledge of service delivery, supplier management, and contract fundamentals.
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To support a culture of accountability, collaboration and continuous improvement.
About you:
- Experience in a service delivery, operations, supplier management, contract coordination or customer operations role.
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Experience working with third party suppliers or service partners.
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Strong organisational skills with the ability to manage competing priorities.
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Good analytical skills, with confidence working with service data and performance information.
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Clear written and verbal communication skills.
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High attention to detail and a structured approach to problem solving.
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Experience working in a regulated, customer-focused, or operational services environment.
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Exposure to tracking tasks and deliverables.
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Customer-focused with a commitment to high quality service delivery.
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Collaborative and professional when working with suppliers and internal teams.
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Confident in raising and escalating issues constructively.
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Reliable, methodical, and accountable for own workload.
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Keen to learn and develop service delivery and supplier management skills.
