Service Delivery Manager [CLOSED]

About the company

Generation Success is on a mission to create a world where your career is not determined by your birth.

Our company ethos is Ubuntu, which means "I am who I am, because of who we all are". Meaning that we work collaboratively, we learn, we make mistakes and we win together on our journey to achieve our organisational mission. Our team is spread out across the UK, Europe, Asia and Africa. Everyone is treated equally and is expected to own their role and add value where possible.

Generation Success is a catalyst for success, embodying a mission and vision dedicated to empowering young people to achieve their full potential. As an inspiring community, we promote social mobility by breaking down barriers and empowering individuals to pursue their dream careers, irrespective of background. Our commitment is rooted in eliminating obstacles between diverse young people and growing businesses, fostering connections and creating equal access for a more equitable world.

About the role

In alignment with our mission, we are currently seeking a dynamic Service Delivery Manager. This significant role encompasses spearheading our external operational delivery, overseeing community events, employer-partnered programmes, and impact assessments. The Service Delivery Manager plays a crucial role in ensuring the flawless execution of our offerings, quantifying and enhancing our impact, and upholding an unwavering commitment to our community. Join us in shaping a future where opportunities are abundant, and success knows no boundaries.

Working hours: 9am - 5pm UK time 

Note: Only full-time applicants will be accepted as the role is not applicable for freelancers & third-party agents

Responsibilities:

• Develop and oversee the execution of all external operational facets of Generation Success, including events, programmes, and partnerships.
• Drive client engagement and growth by establishing tailored recurring meetings, initiating projects with clear kick-offs and onboarding checklists, providing regular updates and comprehensive reports, collaborating with marketing for brand-building opportunities, and proactively seeking renewal, upselling, and cross-selling initiatives to enhance partner satisfaction and showcase impact.
• Take ownership of impact assessments, ensuring initiatives align seamlessly with the company’s ethos.
• Cultivate and strengthen relationships with community partners and stakeholders, driving community engagement initiatives that resonate with our mission, with the aim of transforming participants and partners into raving fans of our impact and vision.
• Collaborate with the senior leadership team, working alongside the Operations Manager and Head of Recruitment to formulate a cohesive strategy.
• Foster operational efficiency and efficacy within service delivery, leveraging technology and pioneering practices, while ensuring quality in brand and communications.
• Instill and maintain exemplary program management practices across the organisation.
• Champion initiatives to automate and refine operational processes in collaboration with the operations and tech teams.
• Ensure that communication within the service delivery team and across departments is coherent, consistent, and aligned with our objectives.
• Lead by example to nurture a culture of professional advancement, operational excellence, and continuous improvement.

Operational Excellence and Efficiency:

• Develop and implement innovative strategies to enhance service delivery efficiency and effectiveness, while regularly evaluating and optimizing operational processes and resource utilization, all while ensuring quality in brand and communications.
• Lead in operational efficiency and effectiveness, with a particular emphasis on leveraging Zoho for CRM and project management, and oversee the use of Chronus and Mighty Networks for mentoring and community engagement, with training provided as needed.

Client Engagement

• Spearhead client engagement through tailored recurring meetings, transparent project kick-offs, regular progress updates, and strategic collaboration with marketing for brand enhancement, aiming for partner delight, growth, and revenue generation through renewal, upselling, and cross-selling.
• Champion client relationships by ensuring continuous alignment and feedback, leveraging marketing collaborations for impact visibility, and driving growth initiatives to enhance partner satisfaction, engagement, and revenue opportunities.

Community Engagement and Relationship Building:

• Cultivate and strengthen relationships with community partners and stakeholders, driving community engagement initiatives that resonate with our mission, with the aim of transforming participants and partners into raving fans of our impact and vision, while exploring revenue-generating avenues.
• Lead community engagement initiatives that align with organisational goals and foster positive impact.

Strategic Planning and Implementation:

• Engage in strategic planning to ensure the successful delivery of community-based programs.
• Oversee the execution of these strategies, ensuring alignment with the Generation Success’s mission and objectives.
• Establish and monitor key performance indicators (KPIs) to evaluate service delivery impact, using insights for continuous improvement.

Performance Measurement and Impact Analysis:

• Establish and monitor key performance metrics to assess the impact and effectiveness of service delivery.
• Utilize data-driven insights to inform continuous improvement in program management.

Team Leadership and Development:

• Lead, develop, and mentor a high-performing service delivery team.
• Foster a collaborative and inclusive team environment that encourages growth and operational excellence

About you

• Demonstrable solid experience in service delivery, event management, or a similar discipline.
• Exceptional leadership skills with experience at senior team levels.
• Robust project management skills with an impressive record of delivering successful programs.
• Excellent communication and interpersonal skills.
• Capability to work strategically and collaboratively across departments.
• Familiarity with impact assessments and a profound understanding of the not-for-profit sector (desirable).
• Comfort with technology and the ability to collaborate with technical teams to enhance operational systems.
• A steadfast commitment to the values and mission of Generation Success, with a keen interest in revenue generation through various stakeholders.

 

What's in it for you?

• 28 days annual leave;
• Mental Health & Wellbeing Program, including:
  • Unique personal and professional development opportunities that will set you apart from your peers including:
  • Career Coaching Programme;
  • External one to one mentors who work within your role and area of interest;
  • World-class training from the best in the business.
• A supportive, inclusive culture underpinned by our values and Ubuntu philosophy (meaning ‘I am because we are’);
• Access to all Generation Success events, led by senior leaders and industry professionals.

How to apply?

Send your CV along with a cover letter with the answers on the following questions:

• What made you interested to apply and work with the organisation
• What skills do you possess that you think can add value to the work/role
• What makes you unique and qualified for this role