Service Delivery Manager

Location: South/West Midlands

Salary: £45,000 per annum

Contract: Permanent

Remote with Regional Travel

The Role

Are you an experienced operational leader with a background in employability, employment support, youth services, skills or a similar environment?

We’re looking for a Service Manager to lead the delivery of an employment support service helping young people aged 18–24 overcome barriers, access employment and build sustainable careers.

This is a hands-on leadership role where you’ll manage a team of Mentors and Activity Co-ordinators, drive performance and build strong relationships with employers, DWP, Jobcentre Plus and local partners.

You’ll be responsible for the day-to-day performance and quality of the service, ensuring participants receive high-quality, personalised support and the team delivers against contractual targets.

Key responsibilities

• Leading, coaching and performance managing Mentors and Activity Co-ordinators.

• Managing service performance against engagement, employment, sustainment, quality and compliance targets.

• Using management information to identify trends, risks and opportunities for improvement.

• Supporting the team to deliver effective action planning, barrier removal, job matching and in-work support.

• Building strong relationships with employers to create suitable employment opportunities.

• Working with DWP, Jobcentre Plus and local partners to strengthen referrals and participant outcomes.

• Ensuring safeguarding, quality, compliance and data protection requirements are met.

• Supporting recruitment, induction, training and ongoing team development.

• Reporting performance, risks and improvement activity to the Head of Operations.

Skills and Experience

• Experience leading an operational service within employability, welfare-to-work, youth employment, skills or a similar publicly funded environment.

• Strong people management and performance management experience.

• A proven ability to motivate, coach and develop frontline teams.

• Experience using data and management information to improve performance.

• An understanding of participant-centred employment support and sustainable employment outcomes.

• Excellent communication, influencing and stakeholder management skills.

• Strong organisation skills and the ability to manage competing priorities.

• Knowledge of safeguarding, compliance, quality assurance and data protection.

• Good IT skills, including Microsoft Office and digital case management/reporting systems.

• Knowledge of local labour markets and services supporting young people would be advantageous.

Travel

This is a regional, multi-site position requiring regular travel across the designated area.

There is no regular home-working provision, although home-working may be possible depending on operational requirements.

A car and full driving licence would be beneficial but not essential. If you do not have access to a vehicle, you must be able to travel effectively across the region using public transport.