Delivery Manager Operations

Role Accountabilities

• We are seeking a dynamic and experienced Delivery Manager Operations to lead and oversee the day-to-day operations of our service delivery function. This role is pivotal in defining and implementing a robust service delivery framework, including floor scheduling, staffing, occupancy management, and seat utilization. The successful candidate will ensure that all customer interactions meet the high standards of the British Council and will be quick to adapt to evolving business expectations.
• The role involves driving initiatives to standardize processes, reduce escalations, and enhance service quality. You will be responsible for ensuring that all services meet or exceed contractual standards and SLAs, while also establishing effective escalation points and helpdesk support for end customers. A key part of the role is identifying operational risks and challenges, developing mitigation plans, and ensuring business continuity plans are tested and effective. You will also oversee the delivery of product and process training and ensure compliance with all contractual obligations.
• Strong stakeholder management is essential. You will maintain regular communication with operations teams and stakeholders to ensure alignment and transparency. This includes reporting on performance, addressing issues, and proactively sharing updates and insights. You will manage stakeholder visits and ensure that the team is responsive to stakeholder priorities.
• In terms of people management, you will lead recruitment, training, and performance evaluation efforts, while also embedding employee engagement and motivation initiatives. You will be responsible for managing attrition and ensuring a high-performing team environment.
• Quality management is another critical aspect of the role. You will ensure compliance with internal and external standards, drive continuous improvement initiatives, and address feedback and complaints in a timely and impactful manner. You will also be responsible for analyzing data to generate business insights, creating dashboards and reports, and ensuring governance and compliance with legal and contractual obligations.
• Finally, the role requires a strong commitment to information security. You will ensure that your team is fully aware of and compliant with information security policies, including ISO 27001 and ISO 22301 standards. You will manage access controls, raise incidents when necessary, and provide ongoing security awareness training.