Service Delivery Manager Central and West London

Company Description

Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.

Job Description

Service Delivery Manager 

Salary: £44,000 per annum 

Hours: 37.5 per week

Location: Covering Central and West London

Contract Type: Permanent 

As a Service Delivery Manager, you will play a key role in supporting the delivery of an exciting new programme by leading the operational delivery of the service and ensuring a high quality, participant-centred employment and wellbeing service that delivers positive outcomes.

Leading and developing a team of Team Leaders and Advisors, you will create a supportive, accountable and high-performing culture, driving service quality, colleague engagement and performance.

You will work closely with internal teams, partners and key stakeholders, including acting as a day-to-day operational contact for DWP, supporting service reviews, continuous improvement and the successful delivery of contractual commitments.

We are looking for a visible, values-led leader who can build trust, inspire others and balance performance, quality and participant outcomes with confidence and accountability.

 

What you will be doing:

• Leading and managing team leaders to ensure that there is a high-quality, participant-centred delivery across the contract, as well as, managing and driving performance through regular reviews, coaching, observations and clear improvement actions.
• Setting clear operational expectations and supporting Team Leaders to lead engaged and high performing teams.
• Overseeing day-to-day service delivery, ensuring participant engagement, caseload management, quality, safeguarding, risk and progression activity are effectively managed.
• Using performance data, feedback and operational intelligence to monitor delivery and drive continuous improvement.
• Working closely with internal and external stakeholders to ensure participant opportunities and support pathways are joined up and responsive to local need.
• Supporting effective workforce planning, onboarding, colleague development and resource deployment to meet service needs and participant demand.

Qualifications

You will Require:

• Strong operational leadership, coaching and people management skills, with experience of building high-performing teams.
• Experience of managing a team of Team Leaders and frontline colleagues and delivering high performance.
• Excellent communication skills and the ability to communicate at all levels effectively.
• Experience in overseeing service delivery, performance, quality and compliance.
• Experience of using Management Information, quality assurance and feedback to aid continuous improvement.
• Experience in managing safeguarding, risk and complex case escalation within a customer-facing or participant focused service.
• Experience of leading teams across a large delivery area.

Desired experience:

• Experience operating within commissioned, contract-led or publicly funded services.
• Experience supporting services for people facing complex barriers, health conditions, disabilities or additional support needs.
• Experience of contract mobilisation, implementation or service transformation activity.

Additional Information

Additional Information

As Ingeus, we’ve spent time listening to our employees to build our benefits package;

• 25 days annual leave plus bank holidays with the opportunity to salary trade extra
• EAP Support programme available 24/7 with access to 6 x counselling sessions
• Private Medical Insurance
• Eyecare vouchers with help to purchase new glasses
• Life assurance
• Online discount shopping via Perks at Work
• Cycle to Work scheme
• Season ticket loan
• Up to two days each year dedicated to Community Giving (Volunteering)
• Access to Salary Finance; financial education and advice
• The opportunity to buy extra perks such as, critical Illness Cover, dental insurance
• Long Service Awards 

At Ingeus, our culture is built on treating everyone with dignity, ensuring every individual feels valued, respected and recognised for their contribution.

As a Disability Confident Employer, we understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach. Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us to discuss how we can support you.

Please note, we may shortlist and conduct interviews before the closing date and we may close this role early if we receive enough applications. 

• Division: Restart
• Employment Type: Full Time / Permanent
• Compensation: up to GBP 44000 - yearly