Service Delivery Manager (Internal) at Suffolk County Council

Ipswich, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

28 Aug, 26

Salary

40777.0

Posted On

30 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Staff Supervision, Quality Assurance, Audit and Counter-fraud Controls, Premises Management, Recruitment, Diary Management, Complaint Handling, Training Delivery, Policy Implementation, Conflict Resolution, Independent Decision Making, Legislative Interpretation

Industry

Government Administration

Description

* Suffolk County Council * Address: Endeavour House, Ipswich, Suffolk IP1 2BX, On-site working * Salary: £40,777 per annum (pro rata for part time) * Hours: 37 hours per week, flexible working options available * Contract: Permanent This advert is open to current Suffolk County Council staff only At Suffolk County Council we’re passionate about improving the future for our customers, our communities, and the environment. If you are too, join us as a Service Delivery Manager and make a huge and meaningful impact. Your innovation and drive will help us to continue improving and evolving. Our opportunities and support will enable you to make a difference and leave a positive, lasting legacy. Reimagine the possibilities. Your role and responsibilities You will play a key senior role within the Suffolk Registration Service, which is responsible for the registration of births, deaths, marriages and civil partnerships, as well as the delivery of citizenship and other statutory ceremonies. You will supervise and manage the work of Registration Officers and Assistants, undertaking the full statutory duties of a Registrar alongside delegated functions of the Superintendent Registrar. The role includes responsibility for quality assurance, security stock, audit and counter‑fraud controls that support public protection, together with premises management duties, recruitment activity, diary management and the preparation of staff rotas to ensure service delivery and appointment schedules are maintained. You will handle first‑level customer complaints, oversee corrections, support publicity initiatives and, where required, undertake public‑facing appointments and conduct or register ceremonies. You will also carry out associated administrative duties, deliver training to colleagues and stakeholders through one‑to‑one support or small group sessions, and prepare written guidance and training materials for cascade. A key part of the role will be embedding changes to policy and legislation across teams, and you may be required to deputise for senior management when needed, supporting the effective and lawful operation of the service. You will need * To be educated to level 6 standard or clear evidence of an equivalent level of knowledge & skill. * Experience of working within a register office or similar comparable environment. * Experience of interpreting and working with complex regulations. A legal or similar comparable background is desirable * Excellent understanding of the Birth & Death Registration Act 1953, Marriage Act 1949, Civil Partnership Act 2005, the Approved Premises Act 1995 and the Data Protection Act 2018 (and other relevant legislative updates and connected legislation). * The ability to remain calm in stressful situations. * Confidence to make independent decisions. * Experience and confidence to diffuse conflict and handle challenging and confrontational situations independently. You can view a full list of requirements in the Job and Person Profile (JPP), see below.  If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application. The team The Registration Services team are spread across the whole county providing support to those registering a birth, death, notification of marriage, civil partnership or becoming a British Citizen. Despite being spread out, we have a ‘one team’ approach in all that we do to enable us to deliver a quality service to our customers and support each other. We are an inclusive team and always welcome ideas to adapt and improve the way we deliver. Empowering Everyone We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report [https://www.suffolk.gov.uk/council-and-democracy/our-aims-and-transformation-programmes/the-councils-equality-and-inclusion-commitment-to-you]. For more information Please contact Nigel Huddlestone (he/him), Superintendent Registrar. You can contact him by calling 01284 758718 or emailing nigel.huddlestone@suffolk.gov.uk [nigel.huddlestone@suffolk.gov.uk] How to apply Step 1 - Read the Job and Person Profile (JPP) (Word). [https://sccrecruit.blob.core.windows.net/assets/SCC/23024-Service-Delivery-Manager.docx] Step 2 - Click ‘Apply Now’ to start your online application. Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (Word) [https://sccrecruit.blob.core.windows.net/assets/SCC/Other-Docs/SupportingStatementTemplate.docx]. 1. Describe how you see your management style, and explain the impact on a staff team. 2. How do you feel that the role relates to the wider Registration District. 3. Explain the best method for implementing change within an office environment Step 4 - Upload a CV (without name and personal details). Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. For guidance on completing your application, please see our How to Apply page [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/657088]. Planning to use Artificial Intelligence (AI)? Please ensure your application still reflects your own skills, experience and ideas. If used inappropriately, your application may not be processed. Please read our guidance for using AI [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/764097] to understand what’s acceptable. Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team at recruitment@suffolk.gov.uk or 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/757078]. Closing date:11.30pm, 7 June 2026. Interview dates: 16 and 17 June 2026. This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities. In return, you’ll enjoy: * up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days * membership of a competitive Local Government Pension Scheme (LGPS) * travel, lifestyle, health and wellbeing benefits * performance-related annual pay progression, in addition to an annual cost-of-living pay increase * training and encouragement to expand your knowledge * a variety of career development opportunities across our organisation * diverse and active staff networks * flexible working options, with the right to request flexible working from your first day Plus lots more! If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk) [https://careers.suffolk.gov.uk/].

Responsibilities

Manage the Suffolk Registration Service by supervising staff and performing statutory duties of a Registrar. Responsibilities include quality assurance, premises management, handling customer complaints, and embedding legislative changes across teams.