Junior Service Delivery Manager

Overview

To manage delivery of operational services delivered by third parties, ensuring services are delivered consistently, efficiently, and in line with agreed service levels and contractual commitments.

To co ordinate and monitor delivery of multiple small initiatives simultaneously on behalf of PRS for Music key stakeholders and the customer/supplier, whilst maintaining an excellence in customer service to both internal and external stakeholders.

Responsibilities

Service Delivery & Operational Oversight

• To manage the day day delivery of services provided by third parties, ensuring services meet agreed SLAs, KPIs, and quality standards.
• To monitor service performance, volumes, and outcomes, identifying risks, or emerging trends.
• To act as the first point of contact for operational service issues, coordinating investigation and resolution with the supplier.
• To ensure service interruptions, failures, or risks are logged, tracked and escalated appropriately.
• To support consistent service delivery by ensuring operational procedures and working practices are followed.

Supplier & Stakeholder Management

• To build and maintain effective working relationships with supplier contacts and internal stakeholders.
• To attend and support regular operational service review meetings, contributing performance data, issues, and actions.
• To support the management of supplier escalations, ensuring actions are clearly defined and followed through.
• To communicate service issues, changes, and improvements to relevant stakeholders.

Performance Monitoring & Reporting

• To maintain regular service performance reporting, including KPIs, SLAs, volumes and service issues.
• To track supplier performance against contractual commitments and agreed service standards.
• To maintain logs of issues, risks, actions, and improvement initiatives.

Continuous Improvements & Change Support

• To identify opportunities for service improvement, efficiency, or improved customer experience.
• To support the coordination and tracking of service improvement actions.
• To assist with the implementation of agreed service changes, ensuring clear communication with minimal disruption.
• To contribute ideas to improve ways of working, reporting, and service consistency.

General & Development Responsibilities

• To deputise for senior service delivery and contract management colleagues when required.
• To build knowledge of service delivery, supplier management, and contract fundamentals.
• To support a culture of accountability, collaboration and continuous improvement.

About you

• Experience in a service delivery, operations, supplier management, contract coordination or customer operations role.
• Experience working with third party suppliers or service partners.
• Strong organisational skills with the ability to manage competing priorities.
• Good analytical skills, with confidence working with service data and performance information.
• Clear written and verbal communication skills.
• High attention to detail and a structured approach to problem solving.
• Experience working in a regulated, customer focused, or operational services environment.
• Exposure to tracking tasks and deliverables.
• Customer focused with a commitment to high quality service delivery.
• Collaborative and professional when working with suppliers and internal teams.
• Confident in raising and escalating issues constructively.
• Reliable, methodical, and accountable for own workload.
• Keen to learn and develop service delivery and supplier management skills.