Service Delivery Manager

Overview

This critical role serves as the primary point of contact for managing client relationships and contractual delivery across the Fire Service College. The Service Delivery Manager ensures that all services are delivered to agreed standards, monitors performance against KPIs and SLAs, and actively seeks opportunities to grow and expand the College''s offering.

ResponsibilitiesAct as the lead interface for all client accounts, ensuring consistent and high-quality service delivery.

Manage contractual obligations and ensure compliance with agreed terms and conditions.

Build and maintain strong relationships with clients, acting as a trusted advisor and escalation point.

Track and report on service performance against KPIs and SLAs.

Identify trends, risks, and opportunities for improvement, and present actionable insights to the Head of Delivery.

Lead regular service reviews with clients and internal stakeholders.

Work closely with the Growth function to identify and pursue opportunities to expand services, including new training packages, co-location models, and national exercising initiatives.

Support the development of proposals and business cases for new service lines.

Collaborate with internal teams to ensure readiness and capacity for growth.

Liaise with delivery and support teams, planning, and curriculum leads to ensure smooth execution of services.

Support the Head of Delivery in resource deployment and service optimisation.

Contribute to continuous improvement initiatives across systems, processes, and client experience, seeking to drive world class training delivery.

About YouExperience managing service delivery across multiple contracts and clients.

Strong understanding of performance frameworks including KPIs and SLAs.

Excellent communication and stakeholder engagement skills.

Proven ability to identify growth opportunities and support business development.

Experience in emergency services, training, or public sector environments.

Understanding of apprenticeship delivery and regulatory compliance.

About Fire Service College

The Fire Service College is a leading organisation for fire prevention and protection and response, providing assessed, accredited and assured fire and multi-service training for emergency service professionals globally.

With over 40 years'' experience in delivering fire and rescue training internationally, we specialise in equipping today\''s firefighters and other emergency responders with the best possible skills and training to learn the latest techniques and procedures. Our unique incident ground, at one of the premier fire training venues in the world, coupled with our expert instructors, provides the opportunity for our learners to train and exercise in a realistic and challenging environment, for a learning experience that is second to none.

What''s in it for you?A competitive basic salary

23 days'' holiday (rising to 27) with the opportunity to buy extra leave

The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks\'' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more

Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel and technology

Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You''ll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We\''re committed to your growth - offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

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