Service Delivery Manager
Role: Service Delivery Manager
Hours: 30 or 37.5hours per week (4 or 5 days per week)
Location: Homebased within the UK with a requirement to travel to occasional meetings, mostly held in London and / or supporting events
Reporting to: Director of Partnerships and Programmes
Benefits: Flexible working arrangements, 28 days of annual leave (FTE pro rata for part-time) + 1 day for your birthday, pension scheme and Employee Assistance Programme
Key relationships: Managing relationships with key partners and volunteers.
Salary: £31,000 per annum FTE ( pro rata for part-time)
Contract: Permanent
About Overcoming MS
Are you an experienced Service Delivery Manager with a strong foundation and knowledge of project management, ready to make a meaningful impact at the world's leading multiple sclerosis healthy lifestyle charity? We are seeking a motivated and experienced Service Delivery Manager to help us expand our world-class support services and empower an engaged global MS community.
In this role, you will help lead the delivery of two key strategic objectives:
-
Providing world-class information, tools, and support to those affected by MS.
-
Growing a collaborative, knowledgeable, passionate, and sustainable team of facilitators, volunteers, and community members.
Join us in our ambition to support and empower people living with multiple sclerosis. Your expertise and passion can help people to live well with MS.
At Overcoming MS, we are here for everyone with MS who wants to take control of their health and wellbeing. We provide clear, practical actions for people to take and a supportive community to help people living with MS. The Overcoming MS Program uses substantial scientific evidence to show how lifestyle choices, alongside medication, benefit physical and mental health.
Knowing people with MS can reduce their risk of disease progression through lifestyle choices gives hope to us all. Our vision is a world in which living a full and healthy life with MS is possible for everyone.
Once people with MS know about the potential impact of a healthy lifestyle, they need to feel that the information is coming from a reliable source, to believe in it and adopt the key changes. The Overcoming MS Program is based on broad-based, high-quality scientific evidence, and lifestyle is an area that has growing interest and development.
About the role
Purpose: We’re recruiting for a motivated and experienced Service Delivery Manager to expand our offer of support to motivate and empower an engaged global MS community. With strong knowledge and experience of managing projects and the ability design, shape and implement services.
You will be responsible for the design, delivery, and continuous improvement of products and services. Due to the growth of our services and levels of support, we are in a position to employ an additional Service Delivery Manager which will allow the successful candidate to benefit from the peer support of team members, as well as make the position their own, playing to their strengths.
Key Responsibilities:
-
Service Design and Improvement: Leading on the design, development and improvement of products and services in line with the charity’s strategic objectives, using insight and data to shape your thinking.
-
Project Planning: Taking the lead for the planning and delivery of in-person and digital events, products and services which include residential retreats, online courses, and webinars.
-
Community Growth: Seeking out opportunities and nurturing relationships to grow our community to increase our reach and deliver more, through collaboration and increasing our knowledge base. Build and expand our pool of Volunteers and Experts, being responsive to the needs of our community.
-
Management of Volunteers and Trainee Facilitators: Nurture and support the development of Trainee Facilitators and Volunteers including Ambassadors ensuring policies, processes and frameworks are fit for purpose.
-
Stakeholder Engagement and Communication: Serve as the primary point of contact for key stakeholders. Driving engagement and maintaining positive relationships with our Expert Advisors, Volunteer Facilitators and community members.
-
Innovation: Scoping out new opportunities, designing frameworks and processes and ensuring resources are carefully managed to achieve impact and implement improvements as necessary.
-
Monitoring and Evaluation: Ensuring our products and services meet quality standards and align with our community’s expectations. Ensuring that products, services and courses include evaluation techniques to measure impact including both quantitative and qualitative feedback from participants.
-
Financially conscious: Ensuring charity activities are delivered in the most cost-effective way, seeking out opportunities to generate income / contributions from an engaged community, working with the Fundraising team.
About you
Project management skills
-
Minimum of 2 years practical project management experience / service design and delivery
-
Expertise in using and implementing relevant project management methodologies and tools.
-
Ability to proactively mitigate risks and overcome barriers to implementing solutions.
-
Confident in using monitoring and evaluation tools to ensure products and services are continuously improved.
-
Project management qualification such as Prince2 or Agile or similar qualification is desirable
Strong interpersonal skills
-
Experience of managing volunteers and working collaboratively with communities.
-
Excellent communication skills, energetic and passionate.
-
Demonstrable track record of building lasting professional relationships in person and online.
-
Strong listening and communication skills, both verbally and in writing and to disseminate information in an easily understood and appropriate format.
High work quality and passion for innovation
-
Excellent eye for detail, works to deliver high-quality work.
-
A passion for innovation, an open mind, and a willingness to learn and grow.
-
Thrives as a team player but are able to work on your own initiative, with minimal supervision.
-
A proactive approach to your work and are able to identify opportunities and solutions.
-
Excellent organisational, planning, prioritisation and time management skills with an ability to work to deadlines and change priorities when needed.
Charity interest
-
Experience of working within a charity and understanding of the charity sector is key.
-
Motivated by helping others
Working location and hours
You are comfortable working remotely within the UK, as part of a small team, and happy to travel occasionally to London and other locations for meetings and to support events such as Residential Retreats and some out of hours work such as evening webinars.
You have a clean driving licence and have access to a vehicle to use for business purposes.
What can we offer you?
Our staff benefits include:
• 28 days annual leave (FTE - pro rata for part-time) plus a day off for your birthday and bank holidays
• Flexible working
• Remote working
• Pension
• Employee Assistance Programme
How to apply
Please send your CV and a covering letter by the 22nd of October.
In your covering letter, please let us know:
-
Your motivation for applying for the role
-
Your preference for a 4 or 5-day week
-
Your notice period
-
Your current location.
Please respond ASAP, as we will start screening candidates as soon as we receive applications.
We are an equal opportunities employer, committed to diversity and inclusion in the workplace. We make hiring decisions based on merit. If you fill most or all the requirements, please apply.
No agency contact, please.
Key Dates
1st stage interviews to be held remotely on the 6th / 7th November.
2nd stage interviews to be held on the 12th of November (this might be in person or remote, TBC)
The client requests no contact from agencies or media sales.
Dementia Carers Count has an exciting opportunity for a remote role as our Communications & Digital Engagement Officer within our comms & growth team to help raise awareness of DCC.
Job Title: Communications & Digital Engagement Officer
Reports to: Marketing and Communications Manager
Contract: Permanent contract
Hours: 35 hours / week (28 hours / week considered, spread across 5 days)
Salary: £32,000 FTE pa
Location: Remote with periodic days in London required
Job purpose
To support and deliver effective communications, including marketing and digital engagement activities, which raise awareness of Dementia Carers Count and foster connections with our community of carers, campaigners and donors. Your work will help us reach and support more carers, raise funds and campaign for changes which will ensure that no dementia carer feels isolated, invisible or alone.
Key responsibilities
•Understand our cause, linked issues, and how these are publicly perceived
•Horizon scan to spot social and news trends as well as potential influencer targets
•Manage our social platforms, keeping abreast of media and public zeitgeist about our cause and related issues. You will design and deliver paid advertising campaigns and monitor, respond, share, engage, comment on posts, according to our guidelines and with responsibility for reputation management
•Share audience insights with colleagues to ensure effective stewardship of all our defined audiences
•Support development of media relationships. You will curate press and media lists and respond to media queries, with shared out of hours responsibility.
•Draft statements and press releases and pitch ideas for articles and features, developing copy as needed and tracking coverage
•Support user-led story telling as part of content creation, including interviewing carers about their experiences and identifying opportunities to share carers’ voices in our materials
•Draft website copy and develop assets for digital use and printed materials which communicate our key messages and brand and which support specific campaigns
•Review and monitor evaluation and reporting metrics to provide regular and campaign-based management information relating to the success of digital and media activity
•Support effective cross-organisational internal communication
•Adhere to all relevant legislative and regulatory obligations relating to marketing, digital and communications
•Carry out other duties commensurate with this post as requested.
The client requests no contact from agencies or media sales.