The Senior Manager of Service Delivery is responsible for the day to day running, monitoring and oversight, and expansion of the UK Service Delivery Team. The effective management and robust oversight of the verifications and audit process, and successful delivery of the product, is critical to the maintenance and growth of revenue.
You will empower our team through training and coaching to ensure all staff have the skills and knowledge to succeed.You will ensure assessments, verifications, ISO audits and certification are carried out in accordance with nationally recognised standards, ISO standards and legal requirements, and to be responsible for the monitoring and development of this critical area of work.As the subject matter expert, you will lead the Service Delivery team to provide a consistent, clear and transparent, high quality customer focused service to applicants to ensure understanding, compliance and business renewal.You will deliver a scalable operating model leveraging automation and other best-in-class technology.
You will provide a delivery experience that delights our customers around the world.As a collaborative, solution-oriented leader, you will also work closely with cross-functional departments to achieve business goals and surpass our ambitious KPI benchmarks.This is an exciting role for a motivational and intentional leader looking to drive change in a fast-growing SaaS company, where your impact can be seen in both quantitative and qualitative outcomes. You will be rapidly building new systems, driving performance improvement, and creating monumental change, in a dynamic - at times chaotic - environment.
Essential Duties and Responsibilities
- Employ excellent leadership and change management skills to bring our Service Delivery team along our transformative
- Responsible for ensuring internal and external verifiers, assessors and auditors meet productivity targets and KPIs.
- Create a culture of accountability that supports business and customer operations outcomes.
- Leverage automation and technology to build a scalable Service Delivery team.
- Promote a culture of professional development and ongoing, collaborative learning.
- Coach and develop staff to excel in their roles and attain clearly defined ambitious, data- driven goal.
- Assist operations team leadership with identifying areas to streamline and implement process improvements.
- Identify metrics and KPIs that will increase customer satisfaction, efficiency, scalability, and drive value.
- Develop practices and systems to improve outcomes through performance monitoring, problem resolution, system audits, and quality assurance measures.
- Summarize, collect, and analyze trends and data for regular performance reports.
- Responsible for ensuring that onsite and desk based assessments, verifications and audits covering management systems, policies and procedures are completed to nationally recognised standards.
- Responsible for reviewing local policies in light of national policies.
- Providing legislative/best practice guidance to contractors and clients from Owners / Directors to Heads of Safety, throughout large publicly listed companies through to SMEs.
- Represent the organisation at external client meetings, conferences, forums etc. upholding the schemes aims and standards – including the SSIP and Build (UK) meetings.
- To lead on product and process testing to ensure core standards are upheld.
- Take ownership of actions following internal audits and external audits to ensure recommendations are followed through and non-conformities are rectified and re-audited.
- Manage and support external audits of Veriforce CHAS and provide guidance and expertise, including during audit preparation and follow up action
- Onboarding assessors, verifiers, auditors and technical staff, reviewing performance, and development and implementation of ongoing training and developmen
- Ensure internal and external assessors meet the SSIP ‘Assessor Competence Requirement’ threshold, Common Assessment Standard (CAS) and Build (UK) standards, and that a continuous professional development plan is in place.
- Develop the CHAS Certification product to deliver audits against ISO9001, ISO14001 and ISO45001 standards across the UK
- To act as a certification decision maker, including reviewing audit reports and evidence, making decisions on issuing of certificates and withdrawal, and ensuring impartiality of the certification process.
Knowledge and experience
- Evidence of continual professional development.
- Strong and in depth understanding of regulatory requirements.
- Suitable extensive and demonstrable field experience in health and safety and the construction and engineering services industries.
- Must be a sound and detailed understanding of where health and safety fits within procurement in both the public and private sectors.
- Must have a detailed knowledge and understanding of the risk associated with supply chain management and the importance of accuracy of third party audits in the implications if errors are identified.
- Must be able to demonstrate a detailed knowledge of current health and safety /environmental legislation and industry best practice.
- Experience in process improvement / building and developing a diverse team / in-sourcing previously held external functions.
- Must hold a NEBOSH General Certificate or higher.
- Knowledge and experience of working with ISO standards, in particular ISO 9001, ISO14001, ISO 45001, ISO 17020 and ISO 17021 standards.
- Lead auditor qualification in at least one of the three main standards (ISO 9001, ISO14001, ISO 45001).
- Experience of working in or with a certification body highly desirable.
- Exceptionally well organised individual with proven leadership, management, and administration experience.
- Experience in successful project management.
- Must have sound knowledge and experience in all Microsoft desktop applications.
- The ability to organise and prioritise workload.
- Experience of involvement within a quality assurance, health & safety and / or an audit environment.
Personal attributes
- Comfortable in dealing with ambiguity and the ability to work both independently and collaboratively to solve problems
- Must be a process-oriented, systems thinker who can create a plan and execute (often rapidly)
- Ability to challenge experienced internal and external safety professionals.
- Must have well-developed oral and written communication skills and an ability to work with, influence and negotiate with a wide audience including clients, contractors, assessors and fellow external professionals.
- Strong ability to define and solve problems, collect and interpret data, establish facts, and draw valid conclusions.
- Must be able to produce clear and concise reports within fixed timeframes. These will include audit findings and trend analysis.
- Must have the ability to organise and manage a heavy and varied workload ensuring priorities are dealt with and deadlines met.
- Must have excellent attention to detail and data accuracy in order to develop and grow the business.
- Must be an excellent and effective communicator both in writing and face to-face and able to assist in building collaborative working relationships both within CHAS scheme and especially with outside organisations.
- Must have excellent presentation skills and be a confident speaker with excellent influencing skill.
Here are just a few of the great reasons you should join our team!
- We are mission-focused and mission-driven to help bring workers home safe every day. Our training products and compliance platform help keep workers safe.
- Work with a global team! We have colleagues and customers across North America and overseas.
- Veriforce CHAS, is a great place to work! Our leaders and teams cite culture as one of the top reasons this is a great place to work.
- CHAS provides:
- Private Medical Insurance
- Critical Illness, Life Assurance
- 31 days annual leave
- Hybrid/ Remote working
- Salary sacrifice pension scheme
The successful candidate will have to undergo reference and right to work in the UK checks.
