JOB DETAILS

Job Title: Senior Delivery Manager – Contact Management - HC621918
Location: Netley, with extensive travel required across Thames Valley Police and Hampshire & IOW Constabulary. Some hybrid working may be available, but will be reviewed on a case-by-case basis.
Salary: HMG E (£66,507.00 - £72,957.00 per annum)
Hours: 37.00 per week
Contract: Permanent

CLOSING DATE: SUNDAY 17TH AUGUST 2025 AT 23:59

Are you a strategic leader with a passion for public service and operational excellence? We are seeking a dynamic and experienced Senior Delivery Manager to join our Contact Management senior leadership team, working collaboratively across Thames Valley Police (TVP) and Hampshire & IOW Constabulary (HIOWC).

WHAT SKILLS ARE WE LOOKING FOR IN OUR SUCCESSFUL CANDIDATE?

Educated to QCF Level 7, or have relevant work experience deemed to be at a comparable level;

• Contact management centre leadership experience at a strategic level;
• Experience of leading significant change projects in a joint working/collaborative working environment;
• Numeracy skills and understanding of statistics/budgetary information, with the ability to think analytically;
• Problem solving skills with the ability to make difficult but informed decisions;
• Excellent communication and interpersonal skills, including the ability to negotiate;
• Experience of managing large teams and other senior staff members; and
• Proven knowledge and experience of contact centre technology.

The postholder must have the ability to travel across both forces where required. There is also a need for the postholder to be flexible and be prepared to work unsociable hours including weekends and late shifts as required.

Key accountabilities include, but are not limited to;

• Ensuring the provision of effective emergency call handling and deployment, non-emergency first contact, and front office public counter services across both forces;
• Managing performance effectively;
• Overseeing performance frameworks, workforce planning, and development initiatives to build resilient and responsive teams;
• Leading project and change work;
• Developing and implementing strategies for continuous service delivery improvements; and
• Ensuring the department is efficient in managing its’ budget

This is a pivotal role which will lead the business support services function, with responsibility for performance, resourcing, training, and development. The successful candidate will drive continuous improvement and innovation, ensuring our teams are equipped to deliver a high-quality service that reflects the shared values of; being there when the public need us, being polite, professional, and caring, ensuring the right response, and supporting one another.

Key accountabilities include, but are not limited to;

• Ensuring the provision of effective emergency call handling and deployment, non-emergency first contact, and front office public counter services across both forces;
• Managing performance effectively;
• Overseeing performance frameworks, workforce planning, and development initiatives to build resilient and responsive teams;
• Leading project and change work;
• Developing and implementing strategies for continuous service delivery improvements; and
• Ensuring the department is efficient in managing its’ budget.

The full role profile can be viewed here.