Service Delivery Manager
17 hours ago
Craigavon
Overview In this role, you will lead the ARC operations team to meet client SLAs and BS5979 compliance, driving performance and continuous improvement across multiple client accounts. You will collaborate with cross-functional stakeholders to reduce false alarms, optimise staffing, and deliver reliable, high-quality service. The position offers exposure to governance, reporting, and incident management in a fast-paced security operations environment. This is a chance to shape operational resilience and customer satisfaction within a 24/7 service setting. Pay / Benefitscompetitive salarytraining and career developmenton-line GP servicesdeath in serviceshare optionsdiscounts for shopping, cinema, holidays etc. ResponsibilitiesLead and manage Team Managers and Operators to meet client SLAs and compliance (BS5979)Analyse KPIs, alarm volumes, response times, staffing utilisation, and customer metrics; present findings and improvement plansInvestigate and reduce false alarms; implement corrective actionsProduce monthly/quarterly business reports for clients and internal stakeholdersDrive continuous improvement through data analysis and productivity initiativesLead customer service review meetings and track actions to contractual expectationsSupport new business mobilisations and onboarding; develop operational proceduresManage performance against financial/operational targets; budget awareness and resource planningEnsure incidents, complaints, and escalations are investigated and lessons documentedFoster staff welfare, engagement, retention, and succession planningMaintain business continuity and contingency plans for major incidentsCollaborate with compliance, quality, and audit to meet regulatory obligationsOversee customer complaint management and preventative measuresUtilise MIs and reporting tools to inform strategic decisionsBuild strong client relationships and act as escalation point for operational mattersDrive technology adoption to improve efficiency and customer experience Key requirementsLeadership experience managing managers and operational teams (min 2 years)Strong customer engagement and stakeholder management skillsAdvanced analytical ability with interpretation of performance dataExperience using KPIs, SLAs and trend analysis for improvementsPeople management, coaching, performance management, and succession planningProblem-solving and decision-making under pressureExperience investigating incidents and service delivery issuesExcellent communication, presentation and report-writing skillsOrganisational ability to prioritise multiple workstreamsExperience leading change and continuous improvement initiativesProficiency in Microsoft Office, especially Excel, Power BI, Word, PowerPointAbility to manage absence, disciplinaries, grievances, and employee relationsUnderstanding of workforce planning, rota management and resource forecastingExperience delivering customer-focused services within a regulated environmentPrevious ARC/SOC/Control Room/Monitoring Centre or Contact Centre management (Desirable)communicationcollaborationstakeholder managementPower BIExcelWord