*The closing date for this position is the 25 th February* Senior Service Delivery Manager Band 8a Franklin Street, Belfast Temporary (6 months initially with possibility of extension) £28.48 per hour 37.5 hours per week (Please send a cover letter alongside CV outlining where you meet the essential criteria for the post) Main Purpose Working in collaboration with the Deputy Head of HSCNI Payroll, the Senior Service Delivery Manager will be responsible for leading the day to day delivery of an effective, efficient and high-quality payroll service to HSCNI organisations by the Business Services Organisation (BSO). In particular, the post holder will be responsible for: - Day to day leadership of the Payroll delivery teams within their remit to ensure high levels of service in line with demanding timescales and targets, adhering to Service Level Agreements (SLAs); Identifying and implementing areas for improvement within PSC; Working collaboratively across PSC, BSO and wider HSCNI teams to build and maintain effective working relationships; Line management of a large team to deliver the highest standards of service; Promoting a positive culture within PSC through leading by example, demonstrating effective behaviours and developing staff engagement mechanisms across the whole team; Supporting the Deputy Head of PSC in identifying key strategic priorities and risks; and Deputise for the Deputy Head of PSC as required in representing the PSC and engaging with senior stakeholders across HSCNI. Main Roles and Responsibilities Leadership and Strategic Management Take management responsibility for delivery of day to day Payroll service areas to the HSC, ensuring performance meets agreed SLAs and Key Performance Indicators, maximising efficiency, quality and overall effectiveness. Identify new and innovative ways to deliver PSC services to achieve PSC and BSO corporate objectives. Assess performance on an ongoing basis across the teams to determine key priorities and lead the teams to work coherently to continually improve. Support the Deputy Head of PSC in the development and implementation of business plans, identifying and supporting the mitigation of risk. Derive and implement service area delivery plans to ensure key priorities are met, including key business improvement projects within PSC to deliver service excellence. Provide key input to ongoing improvement projects, representing PSC and leading on delivery where necessary, and manage the successful implementation of new ways of working into live service. Service Delivery & Improvement Manage PSC service delivery teams within their remit, ensuring that services are provided in accordance with SLAs, agreed internal timeframes and comply with all statutory legislation and terms of conditions of service. Ensure the development of, and lead on, innovative and effective systems and procedures to ensure that the PSC is customer-orientated, providing a centre of excellence for customers. Identify areas for process improvement and work across internal and customer teams to agree and implement changes. Lead and/or contribute to Payroll improvement projects in conjunction with other senior staff in PSC, Deputy and Head of Service. Manage business relationships with Customers, reviewing performance on a regular basis and agreeing plans for improvement where required. Measure internal performance in order to maximise efficiency and overall effectiveness of service. Use highly developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams across the PSC. Mitigate financial risk by maintaining fit for purpose control environments and checks. Prepare returns and reports as required by legislation and policy, for example Freedom of Information, Assembly Questions and year end reporting. Support the development of Business Continuity Plans for PSC including the management and organisation of regular tests and reviews. Support Major Incident reviews addressing root cause analysis, identifying lessons learned and service improvement actions. Ensure the swift resolution of complaints associated with the PSC in accordance with the Complaints Procedure. Take the lead role in the preparation and delivery of payroll and business process specific training. Support the development and implementation of new processes to enable a smooth transition to new payroll systems in the future. Collaborative Working, Communication and Information Management Deploy expert communication, negotiation and influencing skills to build and maintain excellent working relationships with a broad range of senior internal and external stakeholders to address performance issues, innovate and achieve excellence in accordance with PSC and BSO objectives. Assist the Deputy Head of PSC in developing effective & robust communication systems to support and promote the services provided by PSC. Take ownership, manage and communicate effectively on the performance of agreed KPIs. Represent PSC and /or BSO in local or regional forums and other collaborative projects and structures. Work with key stakeholders across the HSC to agree service priorities, address any issues and take forward improvement projects. Deal with senior stakeholder dissatisfaction where service has fallen short of expected requirements, understanding and resolving the issue. Communicate with suppliers/vendors as required, ensuring good relationships are maintained at all times. Quality and Performance Management Support the Deputy Head of PSC in developing and implementing an effective & robust performance monitoring system to assess performance on an ongoing basis and make improvements where necessary. Monitor SLA compliance, and work productively with staff and customers to continually improve end to end performance. Identify continuous improvement opportunities to existing services based on customer and staff feedback. Ensure Process documentation for which they are responsible for is kept up to date, widely circulated and used in all elements of service. (A full job description will be provided to those candidates interested in the position) Essential Criteria: (Please note that Platinum Recruitment NI Ltd require original certificates as proof of all qualifications listed on CV) A University Degree or relevant professional qualification in a Finance or Business-Related Discipline, and have worked for at least 3 years at Middle Management level* in a customer facing service delivery role within a Payroll or Finance based environment in the HSC and/or another major complex organisation. OR Have worked for at least 5 years at Middle Management level* in a customer facing service delivery role within a Payroll or Finance based environment in the HSC and/ or another major complex organisation. * Middle Management is defined as a post at a minimum of Band 6 or equivalent. Major complex organisation is defined as one with at least 200 staff or an annual budget of at least £30 million and involving having to meet a wide range of objectives requiring a high degree of co-ordination with a range of stakeholders. A minimum of 2 years’ experience in managing teams of staff within the HSC and/ or another major complex organisation and be able to demonstrate a proven track record of achieving results through others. A minimum of 2 years’ experience in working with a diverse range of stakeholders, both internal and external to the organisation, to achieve successful organisational outcomes. Have experience of leading performance improvement initiatives which resulted in successful outcomes. Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by the Organisation which will permit them to carry out the duties of the post High level of organisational skills with the ability to work to demanding and competing timescales in the implementation, delivery and support of complex service delivery in a customer facing service delivery environment. Ability to hold individuals and teams to account in the pursuit of service excellence. High level of interpersonal and communication skills to meet the needs of the post in full, and the ability to deal with / influence other divisions and outside bodies at a senior level. Ability to analyse and interpret complex system information to support the identification of solutions, and use that information to support negotiation or agreement with service users. Have a broad range of payroll knowledge and PAYE legislation. Platinum Recruitment NI Ltd is an equal opportunities employer and a Corporate Member of the Recruitment and Employment Confederation (REC). Platinum Recruitment NI Ltd adheres to all current employment legislation. We reserve the right to close vacancies earlier than the specified date, should we receive sufficient applications. If interested, please send your CV as early as possible. Please note only those candidates shortlisted may be contacted. Applicants must be authorised to work in the UK and Ireland. We are unable to sponsor or take over the sponsorship of an employment visa at this time. Successful candidates may need to apply for an Access NI Certificate with Platinum Recruitment NI Ltd regardless if you already have a valid certificate. It will be a cost of between £16 - £32 depending on clearance level.