Job Description

Job Title: Service Delivery Manager
Contract Type: Permanent
Salary: £43,460 (£48,024 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week, full time
Working Pattern: Monday to Friday, Hybrid
Location: Liverpool, Speke

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Service Delivery Manager
To lead and develop an operational People Services team in delivering high-quality transactional services and first-line advice across the employee lifecycle, ensuring a consistent, efficient, and customer-focused “once and done” resolution to queries.

The role is responsible for driving service excellence through digital platforms, enhancing self-service capability, and maintaining high levels of customer satisfaction through an engaged and high-performing team.

About you
We are looking for someone with
• Demonstrable experience of leading, coaching, and developing high-performing operational teams within 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.

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster 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.

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 (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered

Role Profile
• Lead, develop, coach, and motivate the People Services team to deliver an efficient, effective, and high-quality transactional and first-line advisory service to colleagues, managers, and third parties, aligned to the People Services operating model.
• Embed and champion a customer-first culture, ensuring customer needs are at the heart of all People Services activities, and driving behavioural change to support consistently high-quality experience.
• Plan, organise, and manage team activities to optimise resource utilisation and service delivery, ensuring cyclical tasks and operational deliverables are completed accurately and “right first time.”
• Support the development of service level agreements (SLAs), KPIs, and performance frameworks in partnership with the Head of People Services and key stakeholders.
• Manage team performance and development through effective coaching, feedback, and support, ensuring high standards of service delivery while addressing underperformance appropriately.
• Work collaboratively with business stakeholders, People Partners, and Centres of Excellence to deliver a seamless, end-to-end People Services experience and identify opportunities to improve service satisfaction.
• Manage and resolve escalated queries and complex issues, identifying trends and emerging risks to enable proactive resolution and continuous service improvement.
• Drive the adoption and optimisation of employee and manager self-service tools to improve efficiency, reduce operational cost, and enhance the user experience.
• Develop, implement, and monitor transactional frameworks to measure service performance, quality, accuracy, and compliance across the team.
• Lead and contribute to continuous improvement initiatives and change programmes, ensuring outcomes align with service delivery plans and enhance customer satisfaction.
• Analyse management information and service metrics to provide insight-driven recommendations, contributing to executive reporting, future planning, and informed decision-making.
• Monitor the integrity and quality of data, call handling, case management notes and data storage across the People Services Administration team, taking action to address data quality issues, communicating compliance and improvements requirements.
• Support the development and maintenance of all collateral relating to People Administration, including procedures and toolkits, ensuring compliance with usage and alignment to the overall People Strategy and business requirements.
• Maintain knowledge of regulatory, legal and compliance frameworks to deliver competence in role and ‘best–fit’ solutions. Support, guide and monitor compliance with those requirements.
• Manage People Services plans including the Risk Plan and Business Continuity Plan, ensuring plans are maintained in line with required standards.
• Effectively monitor and report on associated budgets in line with the Group’s financial protocols.
• Ensure that all information security requirements, including data protection, are met in accordance with the Group’s policy, procedures and statutory requirements.
• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

Person specification
Knowledge, Skills and Experience

Essential
• Demonstrable experience of leading, coaching, and developing high-performing operational teams within 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, with the ability 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 in delivering process and system improvements within a People Services or HR environment.
• Proactive and solutions-focused, with the ability to use initiative to resolve issues and recommend improvements.
• Commercially aware, with a strong focus on continuous improvement and delivering value to the organisation.
• Proficient in the use of HCM systems and Microsoft Office applications.
• Excellent written and verbal communication skills, with the ability to convey information clearly and effectively to a range of audiences.

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