Service Delivery Manager - Loughborough (Ref: 91368)

You will be responsible for management of the teams and the performance within their allocated service areas, reporting to the Operation Managers on key trends and insights on workflow.
You will provide leadership across the service operation including stakeholders, while building and leading a highly motivated service team of Team Leaders and CTSC Support Officers to deliver the operational performance required in the Service Operating Model, including the day-to-day performance of all our admin, voice, live chat and in the future, social media channels.
Person specification
+ You will have the ability to work strategically with peers and deliver strong operational rigour through their teams, simplifying ambiguity and giving clear direction.
+ You will have a clear understanding of empowerment and how it plays through an operational environment, to achieve the highest performance standards and have the skills, knowledge, and resources to effectively carry out the role.
+ You will be someone who builds an ambitious performance and development culture and creates continually growing capability in the operation. Ensuring staff are supported, valued, and rewarded appropriately.
+ You will be a strong people leader, who provides support to staff, through coaching and development, including performance management, with a strong service ethic and ability to drive quality.
+ You will also be a collaborative team player, who understands how to raise capability within a team and build a sustainable platform for continued improvement.
For more details on this opportunity, please refer to the role profile.
Ways of working
Standard full time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business, the post holder may also need to travel to other CTSC sites where required.
HMCTS welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
Non-contractual hybrid working is currently available, specific arrangements will be determined by the business, We'll assess you against these behaviours during the selection process:
+ Making Effective Decisions
+ Leadership
+ Communicating and Influencing
+ Changing and Improving, This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.

Alongside your salary of £32,827, HM Courts and Tribunals Service contributes £9,509 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Access to learning and development
+ A working environment that supports a range of flexible working options to enhance your work life balance
+ A working culture which encourages inclusion and diversity
+ A Civil Service pension with an employer contribution of 28.97%
+ Annual Leave
+ Public Holidays
+ Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ