Service Development Manager

Summary of the role:As Service Development Manager, you will oversee the evolution of the service desk, working with our offshore teams to integrate Learning and Development (LandD), Quality Assurance (QA), Business Continuity and Regulatory Compliance to support high-volume operations in the client environment for SMETS and Switching services. Reporting to the Service Centre Manager, this role will ensure that our colleagues are equipped to handle client requirements and deliver service excellence across the utilities industry. You will partner closely with the Customer, Change and Continuous Improvement Manager and the Service Desk Performance Manager to align site capabilities with operational KPIs, contributing to the smart meter ecosystem.ResponsibilitiesAs part of your duties, you will be responsible for:Leading site development initiatives, including the creation of a SMART Academy of progression across the employee life cycle, from new starter to retirement. Acting as the responsible owner of content for the client knowledge hub. Designing and delivering LandD programmes for service desk teams, focusing on smart meter technologies, query resolution and compliance training to maintain high operational standards. Using our digital QA systems to evolve and monitor service desk performance, conducting audits on processes, assessing compliance, and executing triage processes. Ensuring regulatory compliance across the service desk, adhering to OFGEM licence conditions, ..... full job details .....