Service Delivery Manager (Maternity Cover)]

Job DescriptionAct as a role model for Team Managers, Operators and colleagues by conveying a professional focus at all times To manage and coordinate the ARC operation and Team Managers to ensure that the operation meets all agreed customer, regulatory, safety, and performance standards, and meets the business expectations & measurements To agree, document and implement appropriate, resilient and effective operating procedures in line with business expectations. To recruit and develop the ARC team to be able to competently perform their activities To lead the ARC team with high degrees of professionalism and integrity, motivating, auditing, and where required, liaise with the HR team as appropriate To develop collaborative working relationships with internal/external customers and Senior Mitie management To be familiar with the operation of all hardware and software within the ARC environment, reporting/escalating correctly when issues arise Ensuring best practice is observed in the ARC to ensure effective and efficient service is achieved. Identifying and address training needs and areas for improvement of customer service delivery Provide Team Managers with Coaching and feedback regarding their performance and qualityEnsure teams follow the necessary procedure for remote surveillance ensuring compliance with BS5979 and associated accreditations. To understand and comply with policies and procedures Manage and support team to achieve exceptional performance and quality standards Manage all aspects of performance in relation to productivity, quality and absence To comply with all Health and Safety policies and procedures To ensure that you approach your duties taking into consideration the principles of Best Value Be responsible for rota management and holiday approvals for your team To oversee and take responsibility for all services within the control room To undertake additional duties in line with management requests as required Support colleagues in other service areas as required To proactively demonstrate and work to the Company's values in delivering the exceptional everyday. Ensure that all SOPs are agreed, documented and adhered to for the Mitec operation To ensure that all ARC team members are trained and assessed as being competent in their roles To ensure that all team members are briefed and deployed on a daily basis Ensure that the performance of the ARC team is checked and audited on a daily basis, both during operational hours and silent hours Ensure that all appropriate aspects of welfare for the ARC team are attended to on a timely basis To ensure that areas of non-performance are identified and corrected to appropriate timescales Investigate and respond to incidents and complaints as directed by the client or Mitie team Developing corrective action plans to address instances of poor delivery/serviceCoordinate, communicate and document changes to operation al requirements as directed by the client or Mitie teamQualifications Consistently develops and maintains strong, day to day business relationships with colleagues and staff Consistently demonstrates the ability to understand and act on a business/departments needs and priorities Demonstrates ability to provide guidance and coaching to others Demonstrates consistent ability to communicate effectively, formally and informally, with colleagues, subordinates and customers. Demonstrate high levels of organisational skills. Demonstrate ability to be self-directed with initiative and to be able to solve practical problems with limited supervision. Is proactive in developing solutions to address instances of poor delivery/services/deviations from process Demonstrate a commitment to promoting and safeguarding the values of Mitie Demonstrate ability to work as part of a team and to develop and sustain good working relationships with internal and external customers Excellent PC/MS Office skillsAdditional informationHealth and Safety responsibilitiesFollow Group and company policies and procedures at all times;Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;Use all work equipment and personal PPE properly and in accordance with training received;Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.