Vacancy – Senior Service Delivery Manager

Voice for Victims and Witnesses is a visionary one-stop-shop for practical and emotional support for victims and witnesses of crime, helping them to cope and recover, whatever their experience.

As the Senior Service Delivery Manager, you’ll be responsible for the strategic management, development and operational delivery of the service.

Job Type: Full-time (37 hours)

Closing date: 16/10/20

Interviews: 29/10/20

Salary Scale: PMG1 (£39,237-£46,380)

Purpose of the Job

The SSDM is a key visible leader working in very close partnership with the CEO in delivering high quality victim and witness services to all victims of crime who reside in Northamptonshire. The role will assume responsibility for the strategic management, development and operational delivery of the service. The post holder will bring extensive knowledge and experience of delivering victim services including delivering domestic abuse services and working with partner’s to deliver excellence.

The post holder will work with the Business Delivery Performance Manager (BDPM) to provide assurance to the CEO in relation to individual and team performance, producing data and identifying risks to service delivery ensuring action is taken to mitigate and priorities are identified and managed.

As a member of the Senior Management Team the post holder will play a key role in establishing effective and productive partnerships across the Area. He/she will identify opportunities for service delivery performance improvement, share good practice and encourage collegiate working to deliver improvements.

The SSDM will actively manage the Team Leaders of the Introduction Case Management Team and Witness Care Unit Team and the Senior IDVA of the Sunflower Team and MARAC Team. They will provide assurance on the effective use and deployment of resources across all teams. Through regular meetings and performance development reviews they will ensure all staff have a development plan which identifies individual needs monitoring progress against objectives and recording outcomes and training as required.

The SSDM through all change programmes and performance improvement initiatives will keep staff updated and will ensure compliance of all Voice policies and procedures dictating practice are followed. They will certify that effective management practices are in place and Team Leaders and Senior IDVA are fully supported in respect of any issues that arise. Using your collaborative leaderships skills you will ensure individuals and teams are nurtured and supported to achieve high levels of performance, commitment, collaboration and trust. You will demonstrate a genuine openness to feedback and will seek to learn from others.

Main Duties

  • Deliver excellent services which support the Voice Vision and strategic aims as outlined in the Voice Business Plan and the OPFCC SLA.
  • Working with the BDPM complete quality assurance checks and data production for the development of high quality monthly/quarterly KPI performance reports and analysis for the CEO as requested. He/she will produce Business performance data in line with the developed performance framework for all services aligned to and/or integrated within Voice Ltd to ensure a continuous improvement approach across all aspects of service delivery.
  • To have a leading role in supporting change programmes working closely with the BDPM.
  • Oversees the operational systems and processes within Voice and to interrogate case management systems and performance information, ensuring that appropriate steps are taken within Voice and partner agencies to improve performance and service delivery.
  • To ensure that the service adheres to Northamptonshire Child Protection procedures, Multi-Agency Risk Assessment Conferences processes and any other safeguarding frameworks relating to issues surrounding high-risk domestic incidents.
  • To maintain and review multi-agency working practices in accordance with the needs of victims whilst operating within the agreed countywide 4-tier intervention model and the Multi Agency Risk Assessment Conference parameters.
  • With the CEO provide leadership in all aspects of Voice management and delivery.
  • Is a proactive member of the Senior Management Team promoting corporate ownership with regards to the development and delivery of the Voice Business plan, and other strategic initiatives and the establishment of effective corporate governance arrangements.
  • Is a role model, embracing the vision and values of Voice, establishing a culture that meets the needs and aspirations of the service: promoting integrity, fairness, diversity, trust, and a strong performance culture which promotes a positive culture to change.
  • Drive continuous improvement initiatives and ensure opportunities to improve services are identified and acted upon.
  • Create a sense of shared purpose and an environment in which all team members feel valued and contribute towards achievement of Voices vision and the delivery of Voice Business Plan by setting appropriate targets and ensuring regular review.
  • Ensure team members and volunteers are provided with support and supervision in line with policy.
  • Oversee that every member of staff has a personal development review (PDR) completed on time, has midyear reviews and that they have a development plan which identifies individual, needs, monitoring and recording results as appropriate.
  • Ensure the effective use of resources including the deployment of staff to achieve value for money. 
  • The jobholder will proactively monitor and manage any staff or conduct issues appropriately, i.e. sickness absence, inefficiency, discipline, welfare in accordance with Voice policies and HR guidance.
  • Ensures the effective co-ordination of absences across the business including annual leave, FWH leave and attendance at training courses. 
  • Work with the BDPM at strategic level to deliver key change projects within Voice keeping staff and volunteers fully aware of new initiatives and procedures.
  • To proactively promote Voice with other partner agencies and the public playing a proactive role in events including agency training.
  • Represent Voice at partner meetings as directed by the CEO.
  • Ensure all staff and volunteers are kept fully informed of Voice policy as well as new initiatives and procedures.
  • Liaise with the CEO and BDPM on matters related to community engagement taking a lead on press queries, data protection and freedom of information requests.
  • Investigate and draft complaint responses for final sign off by the CEO.
  • He/she will provide training to partners/ agencies and the public on Voice services’.
  • The post holder will be required to promote and demonstrate a clear commitment to equality / diversity in both the delivery of services and to staff.
  • The post holder will be required to ensure that reasonable care is taken at all times for the health, safety and welfare of the staff, and to comply with policies and procedures relating to health and safety.
  • The post holder will be expected to undertake other duties, as directed, that reasonably fall within the scope of the post.

Essential criteria

  • Willingness to undertake and complete safe lives accredited IDVA service manager training.
  • Demonstrated ability to keep the service user (victims and witnesses) at the heart of everything the service does, challenging others to think from the service user perspective to design services to meet their needs. (ss)
  • Evidence of strategic leadership and management skills, with experience of delivering services, and developing policies and procedures. (ss)
  • Experience of partnership working and knowledge of the complexities of working within a multi-agency context. (ss)
  • Experience of line managing and supervising staff, and in particular, with those who have handled issues of a difficult and harrowing nature. (ss)
  • Sound knowledge of domestic abuse risk assessment and risk management. (ss)
  • Evidence of sound decision making skills, particularly in complex situations, and defensive decision-making. (ss)
  • Ability to work effectively with colleagues, service users and other agencies to develop, create and sustain productive working relationships.
  • Excellent leadership skills including the ability to build trust and credibility internally and externally and the ability to lead by example through challenging times whilst empowering staff to deliver excellence. (ss)
  • Knowledge, understanding and experience of project and performance management. (ss)
  • Strong organisation skills, including planning and documenting requirements of others, maintaining a clear focus on achieving results that meet quality standards within agreed timescales.(ss)
  • Good written and verbal communication and presentation skills.
  • Good interpersonal skills with the ability to relate to a broad spectrum of individuals and of being able to operate effectively in meetings.
  • Ability to manage own workload; prioritise tasks and good planning and organisational skills.
  • Sound computer skills including knowledge and experience of working with spreadsheets, databases, word processing software and presentation packages.
  • Awareness of equality and diversity issues appropriate to the role. (ss)
  • Must have a driving licence, use of a vehicle and be willing to travel.


The job description reflects the major tasks to be carried out by the post holder and identifies a level of responsibility at which the post holder will be required to work.  The post holder will be also required to carry out such other duties as may be determined from time to time to be within the general scope of the post.

Working week is 37 hours, excluding meal breaks. Your working arrangements are agreed with the CEO. These hours and days are subject to variation in the interests of efficiency of the organisation and subject to the terms and conditions of your employment.


Regular travel may be required throughout Northamptonshire to meet the needs of the service and to fulfil the role. There will also be a need for travel outside of the area occasionally to meet the demands of the role and for training.

Applications for this role close on 16th October.

Apply now

  • Ideally you should have no criminal record, however, some minor offences may not exclude you from applying for this position.
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  • Please attach a supporting statement of no more than 2000 words providing evidence of your experience, knowledge, skills and abilities. You will be required to provide full, clear and specific examples to demonstrate how you meet the criteria. Please number your responses to make it clear which criteria you are evidencing in accordance with the job specification. Criteria which needs to be demonstrated in your supporting statement is marked above (SS). Please note that it is the examples you provide in the supporting statement that will determine your suitability for invitation to interview and will contribute to our overall assessment of your suitability for the role. Please ensure that all files are 4mb or less.
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