Service Delivery Manager

• Suffolk County Council
• Address: Endeavour House, Ipswich, Suffolk IP1 2BX, hybrid working
• Salary: £42,123 per annum (pro rata for part time)
• Hours: 37 hours per week, flexible working options available
• Contract: Permanent

We are looking for an experienced person to lead and manage the operational service delivery of passenger transport services across Suffolk.

This is a leadership role where you will help establish efficient processes to deliver transport services safely, within budget and in accordance with statutory requirements and council policies.

You'll drive service improvement, support staff development and manage performance. You will build a resilient, high-performing team by setting clear expectations, supporting growth and ensuring accountability for the quality and timeliness of work.

Your role and responsibilities

As a manager, you will provide strong operational leadership for a team of transport professionals, ensuring service delivery meets legislation, policies and contract requirements. You’ll guide service development to address shifting demand, statutory legal responsibility, best practices and council priorities and manage projects to enhance outcomes, efficiency and sustainability.

A key part of the role involves ensuring effective service delivery through the review, development and standardisation of service delivery processes, thereby enhancing efficiency, quality, consistency and resilience. You will use information such as performance data and customer feedback to identify trends, risks and opportunities for improvement.

You'll support performance management and workforce development addressing any concerns regarding conduct or performance. You will promote a culture that empowers individuals and supporting professional development, thereby cultivating a culture of high performance, accountability and ongoing improvement to help shape future ways of working.

You can view a full list of requirements in the Job and Person Profile, see below in the 'how to apply' section. If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.

Empowering Everyone

We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.

The Team

The post is part of the Passenger Transport team within the Growth Highways and Infrastructure Directorate. Passenger Transport is responsible for the delivery of travel services across Suffolk. There are a number of transport operators signed up to our Dynamic Purchasing System, most of which are actively involved daily transporting children and vulnerable adults.

This role is in the operations team who are responsible for ensuring that the service delivery for the transport procured operates as it should as per the terms and conditions of the contract.

For more information

Please contact Kirsty Marjoram for a casual conversation. You can reach her by emailing kirsty.marjoram@suffolk.gov.uk

How to apply

Step 1 - Read the Job and Person Profile (JPP) (Word)

Step 2 - Click ‘Apply Now’ to start your online application.

Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.

1 . Please describe a time when you identified the need for a change in your service. What was the issue that was identified and what steps did you take to implement the change?

2. This is a busy operational role where you will have competing priorities and will be required to use your initiative and make decisions to meet service needs. Describe a time where you managed a complex situation with competing priorities. What challenges did you face, how did you make your decision and what was the outcome

3. Give an example of how you have supported and developed staff performance, including agreeing objectives to achieve best performance.

Step 4 - Upload a CV (without name and personal details).

Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

For guidance on completing your application, please see our How to Apply page.

Planning to use Artificial Intelligence (AI)? Please ensure your application still reflects your own skills, experience and ideas. If used inappropriately, your application may not be processed. Please read our guidance for using AI to understand what’s acceptable.

Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team at recruitment@suffolk.gov.uk or 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages.

Closing date: 11.30 pm, 29 September 2026.

Provisional interview date: Week commencing 5 October 2026 (subject to change).

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

In return, you’ll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days

• membership of a competitive Local Government Pension Scheme (LGPS)

• travel, lifestyle, health and wellbeing benefits

• performance-related annual pay progression, in addition to an annual cost-of-living pay increase

• training and encouragement to expand your knowledge

• a variety of career development opportunities across our organisation

• diverse and active staff networks

• flexible working options, with the right to request flexible working from your first day

Plus lots more!

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).