Service Delivery Manager

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: 

1. Providing world-class information, tools, and support to those affected by MS. 

2. 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)