Service Delivery Manager

Vehicle Recovery Examination Services (VRES) is a key part of the MPS drive to tackle vehicle crime on the streets of London working in partnership with a number of external agencies and MPS contractors to remove, recover, restore and dispose of vehicles that are involved in collisions, those involved in serious and organised crime that require forensic examinations or those that are seized under Police powers for no insurance or unlicensed. We support frontline policing and operate 24/7/365, we have our own unique in-house policing team and a command-and-control team.

We currently operate out of two forensic car pounds, Perivale and Charlton. Processing over 36,000 vehicles, we deal with everything from two-wheel bikes all the way up to and including HGV's. Our work has a direct impact upon the service the MPS delivers Londoners, and it is vital we are able to continue to deliver this service to meet current and future demands.

Right now, it is a particularly exciting time to join the team. We are currently undergoing a full business review aimed at identifying smarter ways of working and potential new growth opportunities both internal and externally.

As part of the wider Vehicle Recovery and Examination Services (VRES) Senior Leadership team, you will be striving to keep London safe by ensuring a compliant, fit-for-purpose and available vehicle recovery, storage, restoration and disposal service at the lowest possible cost to support operational policing demands and with a specific purpose:

• To deliver a 24/7 service which provides the MPS with the capability to safely recover vehicles, no matter the situation ensuring any and all forensic opportunities are not compromised as directed by Policing operations.


• To continually improve service performance through day to day problem solving, leading lean continuous improvement projects and participating in IT enabled transformation projects in the pursuit of service excellence.


• For their respective team and services, manage the effective operation to deliver all service level agreements and achieve agreed key performance indicators.


• Responsible for the creation of high performing culture within respective team, managing the development and motivation of their staff through consistent delivery of corporate and MO11 initiatives and through display of own actions and behaviours.


• Leads and drives service enhancements from a customer perspective with the aim of delivering service performance improvements.


• Ensure systems of monitoring and control are delivering effective performance and compliance of the service and to take corrective action where improvements are necessary to meet service, financial performance, control and risk management measurements.


• To directly support the operational customer in the delivery of planned, unplanned and covert events and achieving business outputs in the most cost-effective manner and the minimum of disruption to the public., The role will be Monday to Friday predominantly office-based hours, however, there may be occasions start and finish times will need to meet operational demands. Role holders will be required to spend time at both Charlton and Perivale pounds.
  
  This role is predominantly operational management and change leadership, in depth knowledge required in management and leadership, Operational Policing activities., Demonstrable evidence of success in building and forming working and strategic relationships across professional and operational boundaries with both internal and external partners.


• Demonstrable evidence of delivery of policing operations that involve numerous different stake holders both from within the organisation and external partners.


• Excellent analytical reasoning and organisational skills. Highly organised with the ability to organise own workload and work to challenging deadlines.


• Experience of identifying, collecting and presenting information to enable analysis that drives delivery of team objectives


• Ability to effectively communicate, influence and negotiate with staff and stakeholders from all levels in the organisation through clear written reports and spoken presentations.


• Strong knowledge of core policing duties and processes and procedures that officers must follow to include but not limited to, crime investigation, crime reporting, case file preparation, stop and search, Section 165 RTA and vehicle seizures, property and exhibit management and traffic offence reporting.


• Computer literacy (Excel, PowerPoint, Word) and presentational skills.


• Recent and relevant experience of working closely with MSC officers and have a desire to actively support the development of this growing team


• Have a valid UK Driving licence and be able to travel around different locations promoting the team and identifying locations for stop site locations as well as spend time at both car pounds engaging with the policing team from both venues. Role holder will be required to pass relevant training in order to hold a police drivers basic permit.


• Has demonstrable experience of leading operations through a change programme of similar scale and complexity which have delivered either service improvements, reduced costs or provided customer enhancements.


• Has demonstrable experience of managing customer service delivery teams in similar complex, customer focused environments


• Has managed service performance levels with customers


• Has proven experience in building and managing customer relationships


Essential Skills:

• Is a highly effective communicator using well-developed oral and written communication skills that can be adapted to suit the audience with a passion for relationship building.


• Can travel across London and occasionally outside as required, full UK car licence required


• Strong influencing and negotiating skills, dealing with complex issues and has the ability to resolve conflict and remove organisational blockages.
  
  Salary: The starting salary is £45,073, which includes allowances totalling £2,841.


The salary is broken down as £42,232 basic salary, which will increase annually until you reach the top of the scale £50,385. Plus, a location allowance of £1,841 and a non-pensionable allowance of £1,000.