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Overview
The Delivery Operations Manager role focuses on three core areas: Cost, People, and Client.
Key Responsibilities
* Cost Management
o Full Profit and Loss (P&L) responsibility, managing all cost impacts.
o Identify and implement innovative cost-saving initiatives.
o Drive continuous improvements to manage costs and increase margins, providing auditable evidence of savings across the client base.
o Oversee month end invoicing activities to ensure all chargeable items are billed and all invoices are accurate.
* People Management
o Lead and manage a team of 30 employees across multiple client locations.
o Oversee hiring, recruitment, and onboarding to ensure optimal staffing levels aligned with service requirements (SLA/KPI).
o Develop and implement staff training, development, and talent management programs.
o Ensure compliance with Group Policies and procedures, including Health & Safety, Ethics, and Information Security.
o Manage holiday, vacation, and absence coverage to maintain consistent service levels.
o Lead resource and capacity planning efforts.
* Client Management
o Manage day-to-day delivery operations and ensure client satisfaction.
o Ensure strict adherence to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
o Act as the primary point of escalation for client issues, providing expert problem management and root-cause analysis.
o Lead Service Delivery Improvement projects to enhance service quality and internal process efficiency.
o Identify and pursue opportunities to grow and expand client relationships.
o Work with support teams to prepare monthly Management Information packs and Quarterly review packs.
o Present monthly account reviews to the customer.
o Act as the point of contact for all device change requests.
Additional Requirements
Security Check (SC) clearance is a requirement for this role.
Closing date for applications: 19.09.2025
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Manufacturing
Industries
* IT Services and IT Consulting
* Software Development
* Retail Office Equipment
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Yeovil, England, United Kingdom
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