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Job Description
Role Purpose
The Service Delivery Manager will act as the primary point of contact for the Commission for Regulation of Utilities (CRU), ensuring all reporting requirements, queries, and contractual obligations are met. The role is focused on coordination, communication, stakeholder management, and service oversight.
The Manager will work closely with internal departments to ensure CRU-driven tasks, requests, and escalations are handled promptly and accurately. The role requires strong organisational, communication, and leadership skills to maintain excellent service standards and ensure compliance within a regulated environment.
Key Responsibilities
CRU Relationship & Contract Management
Serve as the primary point of contact for the CRU on all operational and service delivery matters.
Maintain strong, positive working relationships with CRU representatives.
Ensure all CRU requests, queries, and required reporting are completed within agreed timelines.
Oversee the delivery of contractual obligations, ensuring full compliance with CRU standards and expectations.
Act as the figurehead and leader for the CRU contract, ensuring internal teams understand and deliver on contractual commitments.
Service Oversight & Performance Management
Lead, motivate, and coordinate cross-functional teams to ensure effective resolution of CRU queries and operational tasks.
Ensure high standards of customer service, communication, and issue handling.
Drive continuous improvement initiatives to enhance delivery quality and operational efficiency.
Provide expert support for complex service issues, ensuring appropriate follow-up, ownership, and root-cause prevention.
Monitor service delivery performance, including SLA/KPI adherence, stability of operations, and escalation management.
Reporting & Documentation
Oversee preparation and submission of monthly, quarterly, and ad-hoc reports required by the CRU.
Liaise with internal teams to gather accurate operational and technical data for reporting.
Ensure documentation such as SOPs, quality manuals, incident summaries, change requests, and performance review packs are maintained and up to date.
Ensure clear post-incident communication and visibility of service performance to stakeholders.
Coordinate with departments including Operations, IT, Quality, Finance, and Compliance to ensure all CRU-related activities are supported.
Ensure queries received from the CRU are allocated to the correct internal teams and followed through to resolution.
Facilitate meetings, workshops, service reviews related to the CRU contract.
Encourage open communication and collaboration to deliver a seamless service.
Support preparation of monthly and quarterly financial reports relating to the CRU contract.
Participate in annual budgeting and contribute to cost-efficiency planning.
Support audit readiness and compliance efforts within the contract.
Qualifications
Demonstrated ability to work with external stakeholders, ideally regulatory or government bodies.
Experience preparing management reports, performance packs, or operational documentation.
Full fluency in English (written and spoken).
Strong understanding of service delivery processes and best practices
Additional Information
Excellent organisational and coordination skills.
Strong customer service focus and ability to build trusted relationships.
Excellent interpersonal and communication skills (written & verbal).
Ability to work with cross-functional teams to achieve shared outcomes.
Strong analytical and reporting skills; high attention to detail.
Proactive approach with strong problem-solving capabilities.
Ability to work effectively in a fast-paced and regulated environment.
Proficiency in MS Office Suite (Excel, PowerPoint, Word).
Flexibility and adaptability while maintaining high performance levels
Commitment to confidentiality and compliance with Data Protection standards.
Willingness to participate in relevant training
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