Service Delivery Manager

Service Care Solutions are looking for a Service Delivery Manager to work within the Leicestershire County Council on a 3-month contract.

Location: Leicester (Hybrid)

Job role/responsibilities:

• To manage and deliver high quality continuously improving HR administration or Payroll services to EMSS partners and customers, by providing direction, empowerment, and development support to the teams. Ensuring that services provided are efficient, effective and customer focused seeking to maximise efficiency to deliver on-going cost savings.
• To manage and monitor the performance and quality of the EMSS HR/Payroll service against key performance indicators and Service Level Agreements.
• To lead on the creation, development, and promotion of Service Level Agreements specific to areas of responsibility.
• To develop and review the appropriateness of KPIs specific to the area of responsibility ensuring that measures are used as an effective tool to monitor and improve performance.
• To ensure that knowledge of payroll legislation is current for yourself, your teams, and the wider partnership. To support the EMSS partners to ensure that legislative payroll compliance is high in any policy changes.
• To be responsible for ensuring the provision of excellent customer service in line with agreed standards and key performance indicators.
• To contribute to the strategic direction of the EMSS.
• To pro-actively work in partnership with HR colleagues in NCC and LCC and other key stakeholders to ensure excellent service delivery and process improvements.
• Manage the Implementation of the Council's policies and procedures in conjunction with other ESC Team Leaders.
• To effectively manage resources to ensure that EMSS processes are delivered efficiently and to service standards.

Knowledge/Experience required:

• Experience of managing transactional payroll processes in a pressurised environment.
• Managing HR or Payroll teams responsible for a complex and diverse range of customers.
• Experience of using Oracle ERP system or similar HR/Payroll system
• People management and managing performance proactively.
• Developing, reviewing, and managing Key Performance Indicators
• Working with a diverse set of key stakeholders and partners across all levels and being able to influence them to develop and maintain effective working relationships and a high level of service.
• The use of ICT systems, including Word, Excel, outlook, and ticket management systems.
• Continuous improvement methods and techniques.

Qualifications:

• Degree or equivalent professional / management qualification related to Payroll or equivalent level of appropriate experience.