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Salary Location: Field Based | Salary: Earnings of £52,000 per annum | Posted: 26 Mar 2024 | Closes: 12 Apr 2024 | Job Type: Full Time and Permanent | Region / Division: UK & Ireland | Reference: G4S/CD/8328
Pension Scheme, Life Assurance, Employee Assistance Programme - We Care; 24/7 access to online GP, Mental Health Support and virtual wellbeing, Up to £415 p/m Car Allowance or Company Car, Up to 25% Bonus
JOB INTRODUCTION:
G4S (now part of Allied Universal) is the largest secure solutions company in the world and one of Britain’s top Employers We secure and safeguard communities all around the world, delivering services that create safe and better environments, in which millions of people live and work. Our Cash Management Solutions business has expertise in secure logistics and payment services including cash and valuables transportation, cash processing, ATM and cash centre outsourcing, secure storage and retrieval and merchant services.
As an employee of G4S Cash Solutions, each role will have specific responsibilities for the identification, management and control of risk in order to safeguard the business, staff, customers, assets and reputation. Every G4S employee has a role to play in understanding and supporting the business in embedding effective risk management controls and assurance and be integral to the effectiveness and success of G4S.
Allied Universal, a leading security and facility services company, provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions that allow clients to focus on their core business. Our acquisition of G4S in 2021 expands our footprint and infrastructure on a global and local level. Through our vast network of more than 800,000 employees, we leverage global best practices in communities all over the world. Operating in around more than 80 countries with revenues of $18 billion, we are supported by efficient processes and systems that can only come with scale to help deliver our promise locally: keeping people safe so our communities can thrive. We believe there is no greater purpose than serving and safeguarding customers, communities, and people in today's world. Allied Universal is There for you. For more information, please visit www.aus.com.
G4S, delivering services that create safe and better environments, in which millions of people live and work.
ROLE RESPONSIBILITY:
G4S Cash Solutions is committed to continually improving the efficiency and effectiveness of our operations to enhance our customers’ experience of working with us. The role of Service Delivery Manager is a pivotal role between customers, account teams and the delivery mechanisms within the organisation that serve to influence that experience.
Working within the account team, this role will be responsible for overseeing and continually improving service performance across all facets of their customers’ experience of working with G4S.
A proven track record of strong service delivery management is essential as is evidence of leading continuous improvement activity in a complex, geographically dispersed organisation. Strong relationship management, facilitative, process and data analysis, problem solving and influencing skills will also be essential.
The Role
Reliable
- Overseeing the performance of services to customers as agreed in the contract (e.g. SLAs) whilst also fostering a spirit of joint working and collaboration
- Building effective, mutually beneficial relationships with key stakeholders
- Attending client service review meetings covering performance, SERVICE IMPROVEMENT progress updates and opportunities for further improvement and joint working
- Recording minutes of meetings and oversight of the production of contractual Management Information (MI)
- Monthly oversight of non system generated invoices
- Ensuring each initiative is prioritised and integrated with the account strategy prior to commencement and that outcomes meet expectations
- Working closely with the Business to ensure your Account Improvement Plan will achieve the desired outcomes
Agile
- Effectively monitoring, controlling and supporting service delivery, ensuring systems, methodologies and procedures are followed to best effect
- Facilitating improvement and problem solving workshops to improve performance further
- Ensuring each improvement initiative is developed to jointly agreed quality standards and are delivered within time scale, budget, and agreed scope
- Producing achievable plans for improvement activity, establishing milestones, targets, resource requirements and budget
- Proactively managing risks associated with improvements or underperformance, including the development of contingency plans
- Ability to be influential and persuasive in presenting and promoting the implementation of solutions to middle and senior management
- Performing any other duties as deemed appropriate by the business
Innovativate
- Identifying and presenting new opportunities for improvement that will have an impact to cost, quality, delivery and / or people outcomes on the account
- Providing advice and guidance to account and management teams
- Driving knowledge transfer by approaching every initiative as an opportunity to build the capability of the teams involved
- Leveraging best practice ideas for the benefit of your customer organisation
- Participate in a wider, virtual network of CI champions and experts across the business
- Assessing the impact of proposed change and designing plans in collaboration with others to proactively manage this
- Setting improvement targets and performance measures for the account and the account teams (both dedicated and virtual)
Integrity
- Actively demonstrating the G4S Company Values in every customer interaction
- Ensuring accurate and timely service and project management documents are created and maintained
- Ensuring accurate and timely stakeholder communications and engagement
- To work with professionalism, honesty and integrity maintaining confidentiality
- To treat people fairly, with respect, impartially and consistency.
Teamwork
- Collaborating with operational managers to set appropriate targets, plans and mechanisms in place to help them to drive continuous SERVICE IMPROVEMENT
- Building and leading joint project teams; motivating, recruiting and coaching team members to deliver to their best ability
- Preparing and maintaining implementation and training plans to ensure solutions have a lasting impact
- Seeking to develop yourself and other people to improve personal and business performance
THE IDEAL CANDIDATE:
(E = essential, D = desirable)
- Demonstrable track record of service delivery management in a customer facing role (D)
- Highly numerate with strong grasp of data analysis (E)
- Ability to self-start, recognise and manage own performance (E)
- Strong facilitative skills (E)
- Proficiency in the use of planning tools, for example MS Project (D)
- Good interpersonal skills (E)
- Strong stakeholder management skills, including persuading and influencing skills (E)
- A probing and analytical approach (E)
- A desire and willingness to lead the Continuous Improvement of G4S’ operational performance (E)
- Line management experience (D)
- Full valid driving licence (D)
We also have some specific security criteria that you will need to meet:
- You must be able to pass a criminal record check as well as a personal credit and ID check.
- You must also have a 5 year employment/unemployment/educational history that we can check and verify.
- You will need to be prepared to undergo airport style searches when entering and leaving our premises and be comfortable working within a secure and confined environment.
- An SIA licence would be beneficial.
We’ll provide all the training and support to help you progress as a key member of a world-class team. And in addition to a culture that believes in promoting from within, we offer up to five weeks’ paid holiday, paid overtime, pension scheme, life assurance, free uniform and We Care; 24/7 access to online GP, mental health support and virtual wellbeing.
This role will be subject to a medical review, which may include a medical assessment with an occupational health practitioner.
If this opportunity is of interest then we want to hear from you. Please click the “Apply Now” button to submit your formal application.
