Service Delivery and Performance Manager
An excellent opportunity for an experienced operational leader to oversee service delivery, performance management, and quality assurance across multiple funded programmes within a domestic energy advice service.
If youve also worked in the following roles, wed also like to hear from you:
Operations Manager, Service Delivery Lead, Programme Manager, Performance & Quality Manager
SALARY: £33,000 per annum + Benefits
LOCATION: This hybrid position allows for flexible working from home or from the offices in Dundee or Aberdeen, with occasional office attendance. Applicants must reside in, or very near to, one of the six service areas (Moray, Aberdeenshire, Aberdeen City, Angus, Dundee City, and Perth and Kinross)
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 35 hours per week (flexible to meet service needs)
JOB OVERVIEW
We have a fantastic new job opportunity for a Service Delivery and Performance Manager to provide operational leadership across domestic energy advice services delivered through multiple funded programmes.
As a Service Delivery and Performance Manager you will oversee day-to-day service delivery, ensuring performance targets, quality standards, and contractual requirements are consistently achieved. You will support Team Leaders, strengthen operational processes, and drive continuous improvement.
The Service Delivery and Performance Manager will play a key role in performance reporting, quality assurance, and stakeholder engagement, acting as an escalation point and ensuring strong outcomes for service users and funders alike.
APPLY TODAY
Ready to make your next career move? Apply Now for our Recruitment Team to review.
DUTIES
Your duties as the Service Delivery and Performance Manager include:
Operational Leadership: Leading the day-to-day delivery of domestic energy advice programmes
Performance Monitoring: Tracking, analysing, and reporting performance against KPIs and contractual targets
Quality Assurance Oversight: Implementing and maintaining consistent QA frameworks across services
Management Support: Providing line management, coaching, and development support to Team Leaders
Process Improvement: Driving continuous improvement across service delivery and reporting processes
Risk Management: Identifying operational risks early and supporting effective resolution
Stakeholder Reporting: Producing accurate reports for internal teams, funders, and local authority partners
Systems Compliance: Ensuring consistent use of CRM systems, data accuracy, and reporting frameworks
Escalation Management: Acting as a senior operational escalation point for service delivery matters
Service Continuity: Supporting resilience planning and cross-service collaboration
CANDIDATE REQUIREMENTS
ESSENTIAL
Proven experience in operational or service delivery management
Experience managing Team Leaders or equivalent middle-management roles
Strong background in performance monitoring, quality assurance, and compliance
Ability to coach and support managers without micromanaging teams
Excellent organisational, communication, and reporting skills
Confident use of CRM systems and performance data
DESIRABLE
Experience within energy advice, fuel poverty, or third-sector services
Experience working across multiple funded programmes
BENEFITS
Competitive salary
Flexible working arrangements
35 days annual leave including public holidays
Paid day off for your birthday
Pension scheme
Paid volunteering time
Employee Assistance Programme
Generous sick pay scheme
Staff events and wellbeing initiatives
APPLY TODAY
By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P14329
Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Scotland. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.
AWD-IN-SPJ
TPBN1_UKTJ