Service Delivery Manager - Vital Energi : Job Details

Service Delivery Manager

Would you like to be part of Vital Energi’s Strategy of Growth?

If so, we have an exciting opportunity to join our Metering & Billing team. You will be responsible for ensuring high quality delivery of services to clients and internal stakeholders. This role oversees the service team (directly managed by the department manager) and ensures that service levels and performance targets are consistently met. The Service Delivery Manager plays a key role in driving customer satisfaction, operational efficiency and continuous improvement.

The role will involve maintaining an overarching responsibility for managing and maintaining client relationships, supporting growth opportunities and mobilisation when required.

The Role:

• To provide direction, support and guidance to contract managers and systems support within the department, ensuring that everyone has clear roles and responsibilities and that they can complete tasks accurately and successfully.
• Support the department manager on Heat Trust Audit requirements for Esco contracts (where related to M&B).
• Support the Operations and Services Director to advise and update the commercial department with updates for the trading forecast including analysis of the previous months performance.
• Serve as the main point of contact for clients regarding service performance and escalations.
• Monitor service metrics alongside the Department Manager to track performance and identify areas of improvement.
• Develop, monitor and report on progress with monthly report automation with the support of the Operations and Services Director.
• Assist with the development of additional work proposals when requested by clients.
• Assess the current contract portfolio and reallocate the workload across contract managers to ensure fair and equitable distribution.
• Implement and improve service delivery processes, tools and procedures.
• Coordinate with Contract Managers and Mobilisation Managers to ensure smooth workflow and communication across the delivery teams.
• Provide open and honest feedback to all team leaders on their individual and team’s performance and operate as the bridge between client and service delivery functions.
• Attend and contribute to department management meetings, providing key updates on key risks, department issues and continuous improvement initiatives.
• Ensure the team are informed and aware of the business strategic growth plan encouraging their involvement.
• Escalate any risks or concerns regarding service standards and/or operational risk to the Operations and Services Director as soon as you are made aware
• Provide support and guidance to all internal and external teams
• Manage the team performance through 1-2-1, regular team meeting and disciplinary hearing if required
• Working with department management to understand growth pipeline and the impact on workforce planning.

The Person

• Knowledge & experience of working with electronic Customer Service systems required.
• Purchasing/ invoicing experience.
• ISO & 18001 awareness
• Computer literate with working knowledge of all Microsoft Office Suite applications.
• Ability to work to deadlines and with minimum supervision.
• A flexible approach to working practices and hours to meet the needs of the role

The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/ or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sex, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital status, physical disability or is disadvantaged by unjustifiable conditions or requirements.

Only applicants who are legally entitled to work in the UK and are currently resident in the UK are invited to apply.

Notice to Agency and Search Firm Representatives:

Vital Energi Utilities Ltd is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any Vital Energi Utilities Ltd employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Vital Energi Utilities Ltd. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.