Customer Operations Delivery Manager

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Customer Operations Delivery Manager, Sheffield, South Yorkshire

Client: Vivedia

Location: Sheffield, South Yorkshire, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 4

Posted: 30.03.2025

Expiry Date: 14.05.2025

Job Description:

Customer Operations Delivery Manager

Please note this is not an IT Services Operations role, this is a Customer Services based role.

We are looking for an experienced Customer Operations Delivery Manager to join our team. The role will manage the day-to-day operations of 5 key areas in the operations division - customer services, music, media, keepsakes, and our media control room. You will be reporting to our Operations Director managing 5 Service Delivery Team Leaders who have circa 60 team members between them, and the teams are multi-skilled answering calls, emails, and editing media content.

This position will be based at our Sheffield office, and candidates need to commit to at least 3 days in the office to be visible to the business and team members, with opportunities for homeworking as well.

Key Responsibilities

• Directly responsible for the line management of all Service Delivery Team Leads.
• Responsible for the allocation of staff across customer services, music, media, keepsakes, and our media control room, ensuring efficient utilization of staff and delivery of work within agreed timescales.
• Monitor and manage the level of resources required, reviewing seasonal variances and multi-skilling. This is a collaborative and consultative process in which the Service Delivery Manager is the key decision maker.
• Ensure all team leads have development plans and are managing their team’s development and skills in line with operational requirements.
• Responsible for resource planning of all service delivery teams, ensuring that the team size reflects the current business needs. Understand the resourcing requirements in line with new business and inform our recruitment process.
• Deliver regular reports on capacity and planning risks, monitoring and analyzing trends and volumes of work across all teams.
• Work with the Operations Manager to understand the implications of improvement projects and their impact on resource levels and skill sets.
• Ensure efficient utilization of team members, monitoring and communicating under- or over-allocation of staff.
• Act as a point of escalation for customer complaints, participating in root cause analysis where necessary.
• Work with team leads to ensure effective two-way communications channels are in place, and that homeworkers are kept up to date, feeling engaged with the wider company and values.
• Embrace and demonstrate the company values.
• Responsible for the achievement and maintenance of KPIs.

Person Requirements

• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.
• Demonstrated leadership abilities, with experience in managing teams effectively.
• Strong analytical skills, with the capability to interpret data and make informed decisions.
• A proactive approach to problem-solving, with the ability to think strategically under pressure.

About us

We’re Vivedia, the UK’s leading provider of audio-visual services for life events. We have two brands - one for weddings (Vivedia) and one for funerals (Obitus) - and together they provide services for more than 300,000 events every year.

Our main services are music, live webcasting, and video tributes. We have tenacious music specialists who hunt down thousands of pieces of new music each week, video editors who create inspiring and poignant tributes for families, helpful customer service teams who work closely with our customers, clever software developers who make great new products, and skilled AV engineers who keep our on-premises hardware at venues nationwide running like clockwork. All that diversity helps keep things interesting for everyone!

Vivedia is a truly customer-focused company. Everyone in our team works hard to deliver the best experience for the millions of people who attend the events we support every year. Our online reviews speak for themselves, but we get even more great feedback in person. That’s when we know we are doing a great job.

Our people are really important to us, and visitors often comment on how cheerful and friendly our 90+ colleagues are. They are genuinely happy in their work! In a recent anonymous survey, over 90% of our team said they enjoy their work, and more than 80% of our staff would recommend working here to family or friends. We offer competitive pay and benefits packages, plus you get to work in a relaxed environment where you’re trusted to get on and do a great job.

We’ve expanded rapidly in the past five years and have ambitious plans to continue growing by delivering an enhanced experience for our customers, improving life for our colleagues, doing more for our community (we’ve donated over £100,000 to charities in the past two years), and doing our part to address the environmental challenges the planet faces.

Benefits

• Discretionary annual bonus
• Employee assistance programme
• Free annual eye tests, glasses contributions, and flu vaccine
• Annual paid volunteering day, sports club sponsorship, and choice of charitable donations
• Personal learning and development budget
• Flexible working hours/location (subject to needs of role)
• Warm and relaxed working environment
• Smart hub office with freshly ground coffee, healthy snacks, and free onsite parking
• Regular team socials, including a big summer family party