Service Delivery Manager

Job Details

• Job Title: Service Delivery Manager
• Contract Type: Permanent
• Salary: £43,460 (£48,024 after 12 months of successful performance)
• Working Hours: 35 hours per week, full time
• Working Pattern: Monday to Friday, Hybrid
• Location: Liverpool, Speke
• Legal Permission: The role requires valid legal permission to work in the UK. Riverside does not sponsor visas.

Responsibilities

• Lead and develop an operational People Services team to deliver high‑quality transactional services and first‑line advice across the employee lifecycle.
• Drive service excellence through digital platforms, enhancing self‑service capability and maintaining high levels of customer satisfaction.
• Plan, organise and manage team activities to optimise resource utilisation and ensure accurate, “right‑first‑time” delivery.
• Support the development of service level agreements (SLAs), KPIs and performance frameworks with the Head of People Services and stakeholders.
• Manage team performance and development through effective coaching, feedback and support.
• Work collaboratively with business stakeholders, People Partners and Centres of Excellence to deliver an end‑to‑end People Services experience.
• Manage and resolve escalated queries and complex issues, identifying trends and emerging risks.
• Drive the adoption and optimisation of employee and manager self‑service tools to improve efficiency, reduce cost and enhance the user experience.
• Develop and monitor transactional frameworks to measure service performance, quality, accuracy and compliance.
• Lead and contribute to continuous improvement initiatives and change programmes, ensuring alignment with delivery plans.
• Analyse service metrics to provide insight‑driven recommendations for executive reporting and planning.
• Monitor data integrity, call handling and case management notes to address data quality issues.
• Support the development and maintenance of all People Administration collateral.
• Maintain knowledge of regulatory, legal and compliance frameworks and ensure best‑fit solutions.
• Manage People Services plans including the Risk Plan and Business Continuity Plan.
• Monitor and report on budgets in line with Group financial protocols.
• Ensure information security, data protection, health and safety and other statutory requirements are met.

Qualifications & Experience

• Demonstrable experience leading, coaching and developing high‑performing operational teams in a shared services or People Services environment.
• CIPD qualified or working towards level 5 or above.
• Excellent planning and organisational skills with the ability to deliver operational outcomes within a defined resource pool.
• Resilient and tenacious, able to lead through change and drive behavioural and cultural improvements.
• Sound understanding of data integrity and data quality principles, with a focus on accuracy and compliance.
• Comprehensive knowledge of HR legislation, regulations and best practice across the full employee lifecycle.
• Proven experience delivering process and system improvements within a People Services or HR environment.
• Proactive, solutions‑focused and able to use initiative to resolve issues and recommend improvements.
• Commercially aware with a strong focus on continuous improvement and delivering value.
• Proficient in the use of HCM systems and Microsoft Office applications.
• Excellent written and verbal communication skills, able to convey information clearly to a range of audiences.

Desirable:

• Familiarity with case management systems and service management frameworks such as Oracle Fusion.
• Experience working in a fast‑paced, high‑volume operational environment.
• Coaching or mentoring qualification (or equivalent experience).
• Knowledge of workforce planning and resource optimisation techniques.
• Exposure to project / process management methodologies (PRINCE2, Agile, lean) or project delivery experience.
• Understanding of the social housing sector and its challenges.
• Evidence of continued professional development.

Benefits

• Competitive pay and generous pension.
• 28 days holiday plus bank holidays.
• Flexible working options.
• Investment in learning, personal development and technology.
• Wide range of benefits.

Diversity & Inclusion

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role they will be guaranteed an interview. This role also falls under our Ethnic Diversity guaranteed interview scheme; applicants who are ethnically diverse and meet the minimum criteria will also be guaranteed an interview.

We are inclusive. Riverside values diversity in all its forms and fosters a workplace where all individuals are respected, empowered and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

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